ASL BT Digital Reception Project

Abstract

Integration of digital systems, easy access to services via mobile devices, and intelligent management of healthcare resources are all aspects that contribute to improving the healthcare system in compliance with national policies and NRP recommendations. THE project came about in keeping with the company's strategic priorities of ensuring greater efficiency in healthcare service delivery and a better patient experience. The two DEAs of ASL BT: Andria Hospital and Barletta Hospital, are the main protagonists of the project. ASL BT has initiated a Change Management Pathway where Organizational Innovation walks alongside Technological Innovation and orients clinical-organizational processes to improve clinical outcomes and optimize resources.
OBJECTIVES
The ASL BT Digital Reception Project aims to introduce significant organizational changes to support the digitization of health services and improve the patient experience. These changes involve operational processes, roles and competencies within the organization, as well as the adoption of change management policies to ensure a successful transition and proper integration of new digital solutions. Main focus of the project, in terms of change management, lies in the introduction of implementing actions to improve communication with patients and citizens.
METHODS
The ASL BT Digital Hospitality Project was strongly promoted by the ASL BT business managements, with support from the health, administrative and ICT directorates with the aim of improving the patient experience and facilitating access to health services
The app helps patients find their way around inside and outside health facilities, thanks to an indoor wayfinding system that guides the user to various points of interest. In addition, the app allows users to book appointments directly from their device, avoiding long waits. A digital assistant feature has been designed into the app that offers immediate information support. Through the app, the citizen can, as a result of the activity performed, fill out satisfaction surveys that enable the collection of data on citizen satisfaction to improve internal organizational services and processes, as well as the approach to patients.

RESULTS
The project described fully meets many of the Criteria and Requirements under Institutional Accreditation: Communication, Safety, Organizational and Technological Innovation, Performance and Services, and Humanization of Care.
The estimated benefits of the project are mainly related to improvements in operational efficiency, quality of services and overall patient experience as well as in the communication process towards the patient. The main quantifiable benefits include:
1. Reduction in waiting times;
2. Increased patient satisfaction;
3. Optimization of resources.
CONCLUSIONS
ASL BT is marking the pace of change in the Italian scenario by introducing professional figures embedded in the corporate organizational chart who deal with Process Management, technological and clinical-organizational. This is the challenge of the future that in ASL BT is already present.
Improvements planned for the project include the expansion of the app's functionality, with the integration of integrated services for accessing administrative and healthcare activities to be carried out at healthcare facilities to optimize the management of patient flows.