Innovation customer contact system Isala Hospital
There are about 40 different outpatient clinics within Isala Hospitals. Previously, patients were contacted directly by the individual outpatient clinics to make an appointment.
In 2016, Isala aims to absorb the majority of the incoming telephone calls in a central location (the Contact Center Isala, CCI) in order to relieve the individual outpatient clinics and centralize the appointment system.
Employees of the CCI will be supported by means of a triage system in the form of decision trees. The outcome of a specific decision tree tells employees of the CCI exactly what type of appointment must be made in the appointment system of a specific outpatient clinic.
In order to realize this, Isala made use of the Berkeley Publisher, the underlying platform with which content specialists can convert knowledge into interactive software applications. Employees of the Isala Hospital themselves created a platform of triages.