Client profile: Cedarcrest Hospital
Cedarcrest Hospitals Limited, based in Gudu District, Abuja in Nigeria, is a visionary multispecialty hospital group that has been serving its community since its establishment in 2008. Cedarcrest Hospital prides itself on offering premium, patient-centric healthcare, offering both proactive and reactive medical services characterized by excellence in quality, accessibility, and service. Cedarcrest Hospital’s influence extends across major cities in Nigeria and beyond.
Overview
At the heart of Cedarcrest Hospital’s ethos lies an unwavering commitment to delivering top-notch healthcare services. The year 2019 marked a pivotal moment in their journey, as they sought to enhance the quality of their services, improve their queue management, and elevate the overall patient experience.
The Challenge: Refining Excellence
Cedarcrest Hospital, like many healthcare institutions striving for patient-centric excellence, encountered specific challenges in refining their service delivery and optimizing their patient experience. Ensuring efficient patient flow through effective queue management, and maintaining a high level of patient satisfaction were among the pivotal concerns they needed to address.
The Solution: Innovation Meets Vision
To overcome these challenges, Cedarcrest Hospital needed innovative solutions that aligned with their vision. They adopted RIANA Group`s Q-SYS Queue Management System and implemented the Q-SYS Customer Experience Portal.
The Q-SYS Queue Management System was a game-changer for Cedarcrest Hospital. It streamlined their patient flow, ensuring that individuals received prompt attention and care. This not only reduced waiting times but also enhanced overall operational efficiency with crucial data and analytics.
The Q-SYS Customer Experience Portal served as the bridge between the hospital and its patients. It facilitated patient feedback collection and analytics, enabling Cedarcrest Hospital to gain invaluable insights into patient experience. This feedback loop allows them to make data-driven adjustments and improvements to their services continually.
The Results: A Healthier Now and Tomorrow
Elevated Patient Experience: The hospital’s operational efficiency soared, creating a smoother, quicker and more effective healthcare journey for all.
Enhanced Feedback Loops: Q-SYS Customer Experience Portal provided a platform for feedback collection and reporting, empowering Cedarcrest Hospital with invaluable insights into the perspectives of those they served. This data-driven approach allowed them to make continuous adjustments and improvements to their services.
Enhanced patient communication: Cedarcrest Hospital’s adoption of Q-SYS solutions has not only streamlined patient flow but also opened up new channels of communication. Patients feel heard and valued, leading to a more profound sense of transparency and trust.
Staff Empowerment: Efficient queue management has reduced the stress on healthcare professionals, allowing them to focus on delivering high-quality care. The real-time feedback loop has also given staff a valuable tool to understand patient needs better and adapt their approach accordingly.
Improved Patient Satisfaction: Ultimately, the true measure of success lies in the satisfaction of those Cedarcrest Hospital serves. The implementation of these solutions has translated into higher patient satisfaction scores. Patients leave with not only better health but also a positive perception of their overall healthcare experience.
What the client had to say
“The team did a fantastic job right from the point of arrangement, onboarding, training, and support. I would give them 100% but no one can be perfect, so I will give 95%. The patient experience portal has helped the hospital make great adjustments in terms of service delivery. We are also able to get reports in the form of feedback to plan better and serve patients better.”
-Arimi Kulawole, Software Administrator at Cedarcrest Hospital
By the numbers
Today, over 500 patients interact with the queue management solutions daily, a testament to their effectiveness in enhancing patient-centric care at Cedarcrest Hospital in Abuja.
Conclusion: The Future of Healthcare
With its commitment to providing patient-centric healthcare, Cedarcrest has carved a niche for itself as a multispecialty hospital group that is dedicated to continuous improvement and patient-centric care. Through their strategic adoption of the Q-SYS Queue Management System and the Q-SYS Customer Experience Portal, they have not only optimized their operations but also strengthened their connection with their patients.
As Cedarcrest Hospital continues to expand its reach and influence in the field of healthcare, its unwavering commitment to quality, service, and accessibility remains at the forefront of its mission. This article serves as a testament to their journey and the positive impact they are making in the healthcare sector in Nigeria and beyond.
Cedarcrest Hospital Nigeria: www.cedarcresthospitals.com
