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Sm@rtCupRecall - liste di attesa e filo diretto con il Cittadino via app.

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Sanità 2.0 e Empowerment del cittadino sono temi importanti e di reale utilità. ASL Taranto ha sposato in pieno questi obiettivi e, per la riduzione delle liste d’attesa, ha realizzato il Progetto Sm@rtCupRecall. La piattaforma implementata si compone di diversi moduli: CupRecall servizio di chiamata automatica (senza operatore) da parte della Asl verso gli assistiti per ricordare la prenotazione e richiederne conferma o cancellazione; Cancellazione on Demand, servizio automatico per ricevere le richieste di cancellazione prenotazioni da parte degli assistiti; Promemoria SMS, per ricordare l’appuntamento agli assistiti che non rispondono al cellulare per più di 3 volte; Avviso di indisponibilità, quando la Asl deve informare di non presentarsi alla visita perché è sopravvenuto un impedimento; Sm@rtTicket, sistema per il recupero dei ticket non pagati (codici bianchi, prestazioni non pagate, sanzioni per prestazioni non cancellate, integrazione con flussi MEF e verifica delle esenzioni). Entro quest’anno sarà attivo anche il modulo APP (Android e iOS), in modo tale che il cittadino possa avere sempre a disposizione il calendario delle proprie visite prenotate (per sé, per i figli minori, per i genitori anziani), con possibilità di confermare, cancellare, spostare, nonché poter consultare in tutta tranquillità i dettagli della visita (data, ora, ambulatorio, medico) e le informative per la preparazione alla visita stessa. Il Progetto, già vincitore del premio eGov2014 nella categoria “Città e territori intelligenti, pianificazione strategica locale”, quest’ anno è ulteriormente cresciuto, sia in termini di risultati che di funzionalità attivate. In particolare, grazie all’app, i cittadini potranno:
• prenotare e posticipare visite in autonomia
• pagare il ticket
• avere il Quadro completo di tutte le visite

Tra gli sviluppi futuri si prevede di ampliare ulteriormente il progetto, sempre basato sull’unica piattaforma multicanale Sm@rtHealth, attraverso l’introduzione di un sistema di promemoria automatico per effettuare screening e vaccinazioni.

Published in: Healthcare
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Sm@rtCupRecall - liste di attesa e filo diretto con il Cittadino via app.

  1. 1. ASL DI TARANTO @ppCupRecall Riduzione Liste di attesa e Comunicazione 2.0 con il Cittadino
  2. 2. @ppCupRecall Riduzione liste di attesa h24 multicanalità Obiettivi Modalità  Abbattere le liste di attesa  Risolvere il problema di chi non si presenta alla visita  Organizzare al meglio medici e ambulatori  Offrire il quadro completo delle visite prenotate (anche familiari)  Migliorare la Comunicazione 2.0 Cittadino-Sanità  Ottenere un ritorno economico significativo Filo Diretto con il Cittadino Sm@rtCupRecall - moduli: • Recall • Cancellazione on Demand • Invio SMS/email • Avviso di Indisponibilità • Controllo Numeri di Telefono • Cruscotto di impostazione regole • Cruscotto per le statistiche APP: • Prenotazione prestazione • Agenda visite (con possibilità di cancellare) • Pagamento Ticket
  3. 3. Download dell’APP e Profilazione Quadro completo di tutte le visite: • prestazioni prenotate, • dettaglio dell’ora, indirizzo, ambulatorio, reparto, piano a cui presentarsi, valore del ticket (eventuale percorso guidato) • nota completa delle avvertenze Il cittadino può: • prenotare in autonomia con la ricetta elettronica • pagare il ticket • confermare l’appuntamento • cancellare l’appuntamento • richiedere lo spostamento Gestione di figli minori, genitori anziani Semplice e intuitiva, @ppCupRecall è applicabile in qualsiasi struttura sanitaria, pubblica o privata
  4. 4. Sm@rtCupRecall si integra alle agende Cup in tempo reale. Risultati 2014 e 2015: ReCALL 2014 15/4/2014 – 31/12/2014  131.424 assistiti contattati  74.471 conferme  7.343 cancellazioni  43.000 non risposte  6.610 persone errate ReCALL 2015 1/1/2015 – 31/8/2015  152.459 assistiti contattati  94.250 conferme  7.634 cancellazioni  43.842 non risposte  6.733 persone errate Cancellazione On Demand 2015 1/5/2015 – 31/8/2015  9.340 chiamate ricevute  6.067 cancellazioni effettuate  3.273 errori
  5. 5. Nella versione voce/sms Sm@rtCupRecall ha già avuto ritorni significativi: Costo annuo servizio CUPRecall per i primi 3 anni (ammortamento, manutenzione annua, costo infrastruttura tecnologica, costo traffico telefonico/SMS; dal quarto anno si elimina il costo di ammortamento: 26.666 €) Prestazioni recuperate su base annua (cancellazioni via Recall + cancellazioni on-demand) Costo medio prestazioni Calcolo ROI 1.411.822,00 € Miglior servizio alla comunità Migliore organizzazione interna Ritorno di immagine +++ € +++ € +++ €
  6. 6. Dott. Nehludoff Albano 0997786027 nehludoff.albano@asl.taranto.it P.O. Sistemi Informativi e Direzionali Servizio Sistemi Informativi e Telematici ASL TA Via Diego Peluso 111 - Taranto

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