VCW for Clínicas Santa Madalena: Enhancing the Patient Journey Through CRM Implementation
Implementing a CRM system to improve patient satisfaction and operational efficiency.
How can Clínicas Santa Madalena enhance their overall patient journey?
This project utilizes the Value Creation Wheel (VCW) framework to address the challenge of enhancing the overall patient journey at Clínicas Santa Madalena. The analysis focuses on implementing a Customer Relationship Management (CRM) system to improve various aspects of the patient experience.
Overview:
Clínicas Santa Madalena, a dental clinic chain in Portugal, faces increasing competition and aims to enhance its patient journey to maintain a competitive advantage. The team conducted a comprehensive analysis, including competitor analysis, SWOT analysis, and stakeholder mapping, to identify potential solutions. They used brainstorming and the POKA method to generate and refine ideas and criteria. The VCW funnel and MCDA analysis were used to evaluate potential solutions, leading to the selection of CRM implementation.
Process:
The team defined the problem, analyzed the clinic's environment, identified potential customers and stakeholders, and established KPIs. They brainstormed solutions and filters, applied the POKA method, and used the VCW funnel and MCDA analysis to evaluate potential solutions. CRM implementation was selected as the optimal solution due to its alignment with the clinic's strategic goals and its potential to improve patient satisfaction and operational efficiency. The team then evaluated various CRM systems, selected Dentrix, and developed an implementation plan.
Key Takeaways:
Patient Journey Enhancement is Crucial: Improving the patient journey is essential for maintaining a competitive advantage and increasing patient satisfaction.
CRM Implementation Offers Comprehensive Benefits: A CRM system can streamline scheduling, improve communication, and enhance overall patient experience.
Stakeholder Engagement is Key: Involving key decision-makers, patients, and staff is crucial for successful implementation.
Data-Driven Decision-Making is Essential: Using KPIs to measure progress and make informed decisions is crucial for optimizing the patient journey.
Adaptability and Innovation are Vital: Continuously adapting to changing market conditions and technological advancements is essential for long-term success.
Conclusion:
Clínicas Santa Madalena's strategic use of the VCW framework demonstrates how a data-driven approach can lead to informed solution selection and service improvement. By focusing on the specific needs of their patients and leveraging CRM technology, Clínicas Santa Madalena is well-positioned to enhance its patient journey, increase patient satisfaction, and maintain a competitive advantage in the Portuguese dental market.