[Use Case] Hospices Civils de Lyon has now turned a corner in terms of its performance
Faced with an unprecedented deficit in 2008, Hospices Civils de Lyon, the second-largest teaching hospital in France, has adopted technological innovations as part of this vast project are intended to meet the professional needs of the centre and speed up its return to financial equilibrium.
15% of appointments missed – that’s €400,000 in lost income per annum for certain departments. This was the depressing fact that emerged from the measurement of ‘appointment performance’ initiated by HCL. An enormous but not irreversible loss, provided that an effective solution could be found.
Appointments for consultations and tests are entered in the appointment management software in place throughout the hospital. 72 hours before each appointment, patients are sent a reminder, by text message to their mobile phone or by voice message to a landline.
35,000 text messages are sent each month. Over time, the message has been refined, the rules for management supplemented and a whole range of ancillary tools developed to increase patient satisfaction and convenience for healthcare personnel.