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The WirtschaftsWoche jury recognizes Customer Experience Project
Mannheim, Basel, 11/27/2020 – The University Hospital Basel, one of the leading medical centers in Switzerland, and Camelot Innovative Technologies Lab (Camelot ITLab) were given this year’s WirtschaftsWoche “Best of Consulting Award”. Impressive improvements in patient satisfaction and quality management of the university hospital were decisive for the award. Every year, WirtschaftsWoche gives its “Best of Consulting Award” to the best consultancy projects.
The top-class WirtschaftsWoche panel of judges awarded the University Hospital Basel and Camelot ITLab for the digitalization and standardization of patient feedback processes using the SAP Service Cloud from the SAP Customer Experience portfolio. The University Hospital Basel is a complex, highly modern operation with more than 7,000 staff, 44 clinics and more than 38,000 inpatients per year, whose feedback, both praise and criticism, is now collated in one place. Thomas Wyss, head of Digitalization & ICT Administrative Services at the University Hospital Basel, comments: “By introducing the SAP Service Cloud, Camelot ITLab enabled our quality management to become a lot more digital. The central management of patient feedback has made a big, long-lasting step towards increasing patient satisfaction. We are all the more delighted that this project, which is very important to us, has been awarded.”
Highest level of data protection in health care
The protection of sensitive patient data was particularly important in the project. A strict system of approvals ensures that sensitive data in the system is protected against unauthorized access. Links to master data are also created in such a way that they can be used for processing the relevant cases as required, but cannot be permanently saved. Furthermore, the SAP Standard of the SAP Service Cloud has been expanded at critical points so as to meet the requirements of health care. “Health care has special rules and requirements which need to be understood and implemented. In this project, we combined our very detailed industry expertise with our long-standing, in-depth SAP Customer Experience expertise. We are proud to have received the renowned Best of Consulting Award for this,” says Steffen Joswig, Managing Director at Camelot ITLab.
Not only was the University Hospital Basel able to use its project to create long-term improvements in patient satisfaction, and make its internal quality management more professional, the increased transparency also opened up new reporting options to initiate improvement processes in a targeted way and to understand the status of individual actions more quickly.
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