About Duc Giang General Hospital

Duc Giang General Hospital, formerly known as Gia Lam General Hospital, was established on October 10, 1963. It is one of the reputable medical examination addresses in Hanoi.

Over the past year, despite many difficulties due to the COVID-19 pandemic, the hospital's medical examination and treatment activities have been maintained regularly, ensuring medical care for people in the area and neighboring regions. This achievement is thanks to the wise decision of the hospital's leadership to apply 4.0 technology to the medical examination and treatment process.

Currently, the hospital has implemented appointment booking through a call center, smart card payment, electronic medical records, digital signatures, etc., significantly reducing patients' waiting time and limiting contact in the context of the spreading pandemic. This has contributed to increasing patient satisfaction with the hospital's service quality and expertise.

Stringee is proud to be the technology solution provider trusted by Duc Giang General Hospital, entrusted with the task of integrating the steps in the medical examination and treatment process into the hospital management software to optimize the reception and medical record issuance process. Let's see how Duc Giang General Hospital has applied this technology.

Previously, when going for a medical examination, a patient would typically spend at least 1 hour with three "Waits": waiting to provide information and create a medical record, waiting to buy a medical examination booklet, and waiting to pay for the medical examination before meeting the doctor.

This situation not only wasted time, making patients very tired but also put pressure on hospital staff, increasing congestion in the hospital.

Duc Giang General Hospital wanted to find a technology that could simplify the patient reception and examination process and improve administrative staff efficiency.

Duc Giang General Hospital integrated Stringee PCC APIs into the hospital management software to optimize two steps: patient reception and medical record issuance to address the above problem.

Regarding PCC APIs, a complete intelligent contact center today not only has simple listening - calling features but also advanced support features such as IVR, queue, call routing, CRM integration, automatic calling, etc. Developing these features requires a lot of time and is highly complex, requiring a team of technology experts. With Stringee PCC APIs, the hospital can quickly set up a complete contact center with all the features customized according to the hospital's requirements.

From here, hospital staff can receive appointment calls from patients, create medical records, schedule appointments, set up automatic calls to remind appointment schedules and call patients for consultation.

Patient records are automatically synchronized and connected. Doctors, accountants, and receptionists can access and update the information in the records at any time.

Identifying incoming patients and calling out to patients on the hospital management software

Unlike regular hotlines that can only receive one call at a time via telephone, with Stringee PCC APIs, Duc Giang General Hospital's hotline is converted into a SIP Trunk number, allowing multiple employees to receive and handle many calls and appointment schedules from different patients simultaneously.

When a patient calls, Duc Giang General Hospital staff will see the call displayed on their computer screen. Once they answer, the screen will automatically display a record (like an information file) with the patient's name and phone number. Staff can answer the patient while entering information and scheduling appointments.

After integrating Stringee PCC APIs, call center staff only need a computer with an internet connection, a headset, and can perform tasks on a single software that previously required a cumbersome system including a computer, landline phone, network cables, and various other software to handle.

Additionally, Duc Giang General Hospital staff can directly call patients from the hospital management software on a desktop computer without needing a phone. When an old patient calls back, the system will automatically update the patient's name and medical history on the computer screen, making it easy for staff to handle the call and provide accurate consultation.

Thanks to Stringee PCC APIs, Duc Giang General Hospital has a 2-in-1 tool—both a hospital management system and a contact center—on a single software. This software has all the functions of a high-end contact center, allowing employee performance management and call monitoring to check service quality in real-time, such as call tracking/call picking/call ending, etc.

Automatic appointment reminders

Utilizing the features of Stringee PCC APIs, Duc Giang General Hospital has used the auto-call feature to notify patients of appointments and follow-up schedules, reminding thousands of patients of their appointments every day.

Stringee's system uses artificial intelligence (AI) and algorithms to process information in the patient list (pre-created with details such as patient name, appointment time, treatment department, etc.) to create automated appointment reminder calls with personalized content for each patient.

This auto-call feature increases the accuracy of information, saves calling time, and significantly reduces the workload for Duc Giang General Hospital's telephone care department.

Conclusion

In the 4.0 era, digital transformation seems to be an inevitable trend for all organizations, not just business enterprises. It can be said that the leadership of Duc Giang General Hospital made a very wise decision by implementing strategic decisions, such as digital transformation in the medical examination process.

The leadership candidly shared that they spent a lot of time researching technology to solve this problem and consulting with providers both domestically and internationally. Realizing that Stringee was the only Vietnamese technology company that met this requirement at the time, with more competitive costs compared to foreign providers, the leadership proposed collaboration.

To date, the Stringee PCC APIs solution has delivered excellent user experience results and received positive feedback from both patients and hospital staff. 

With the guiding principle "Hospital uses technology, patients are less troubled," Stringee believes that Duc Giang General Hospital will soon become a high-quality leading hospital, a model of digital transformation in the healthcare sector nationwide.