Innovative self-service system and modern support interfaces for one of the largest hospitals in the Middle East
Sheba is the largest hospital in Israel and among the largest in the Middle East, with over 1,250 doctors and 2,300 support staff. The hospital has 1,430 beds in its 11 departments, many of which occupy their own buildings.
Modernize patient data access without compromising on security. Upgrade the call center to provide omni-channel support, while presenting a 360-degree view of the patient to support staff.
As the largest hospital in Israel, Sheba deals with thousands of people each day. Each of these patients has a medical file, into which the hospital files all of their information: from lab tests to imaging, questionnaires, and other medical information. This information gets distributed between different hospital systems, and the ability to present it to the patients at a single location without compromising on security posed a serious challenge.
To solve the challenges presented by Sheba, Elad built the Sheba Direct self-service system - the most advanced system of its kind in Israel. With the help of our in-house UI/UX specialists, programmers and database experts, we have developed a modern system for patient data access from any device.
As soon as a new patient file is created, that patient gets their unique login credentials for Sheba Direct - a single, unified portal through which they can access all of their data. Instead of relying on printouts and physical mail, all information is accessible at their fingertips, at any moment.
Behind the scenes, the system collects data from the different hospital networks, encrypts it to achieve compliance with strict data regulations, and makes it accessible through the user-friendly portal built for this purpose. Everything is done automatically, with minimal user intervention.
Faced with wait times of over 10 minutes in their call centers, Sheba contracted Elad to upgrade its customer service with Elad’s SimpleChat™ solution – transitioning patients from a single voice-based support line to an omni-channel, text-based solution.
With SimpleChat™, patients can contact customer service at Sheba using Facebook, SMS or web-based chat interface. After an automated identification process, a chatbot directs the request appropriately – either to a human representative or an automated workflow. Actions such as scheduling an appointment, or getting information about the hospital, can be completed without human intervention.
As a result of SimpleChat™ integration, the number of phone calls to Sheba customer service hotline had decreased by 23%, waiting times were reduced by 40%, and satisfaction survey scores have seen significant increases.