" CUSTOMER SERVICE IN MEDICAL SERVICES?! You must be joking…." BWFR workshop -IMTERMEDICAS - sep 2015

1. CUSTOMER SERVICE IN MEDICAL SERVICES?!
You must be joking….

2. A little bit of getting to know each other
Psychologist
11 years in corporate medical
services & customer care + 3 years
as medical services entrepreneur
Sports in general,
but rugby is my
thing

3. Hello, we are Intermedicas
• First second opinion clinic in Romania
• We identify the top 5% best doctors on 3
continents (Europe, the USA, Asia)
• We offer instant access to them
• We negotiate the best prices though our
protocols
• You have a case manager at your side from
the first call until you are safe and sound
again
5 things to
remember
about us
• To confirm an actual diagnosis
• If you doubt the treatment
• To reduce medical error
• To get instant access to the best doctor specialised in
your health problem
When you need
second opinion

4. Customer care in medical services?
Really?
The Romanian national health
system in a nutshell
The Romanian medical services –
truth or dare?
Specific cases & Best practices
benchmarks
Design of the ideal health care
service

5. The Romanian medical services – truth or dare?
• In the private clinics/hospitals, they treat you better, but they don’t have top
doctors
• Should you have a serious health problem, you’d better leave the country
• No money for“șpaga”/tips, then die
• If the doctor is very good, he might be arrogant/treat you bad, but at least he
helps
• With all the “șpaga” you give in the public sector, you’d better opt for the private
one
Which are your myths/realities?

6. The Romanian national health system in a nutshell
Heaven or Hell?
Public vs. Private
Bucharest vs. other
cities
The Public system
captivity – some health
problems can only be
dealt with in public
hospitals

7. → We don’t serve clients here
→ We have no customers policy
→ If you feel like a client, then, maybe you are
at the mall, not in a clinic

8. In the health system…
What is
the
service?
The medical
advice?
The receptionist?
The waiting
time?
The waiting
room?
The price?
The way the
doctor
communicates
with you?
Who is
the
client?
The
Patient
The
family

9. PUBLIC CUSTOMER CARE
• Functional model: whom
you know/generous
tips/social case
• Also known as
pile/spaga/caz social
PRIVATE CUSTOMER CARE
• Functional model: happy
captive clients
• Better than the public offer
(eg. Regina Maria – 1st
medical institution with a
C.C. system)
NICHE MEDICAL INSTITUTIONS,
SPECIALISED IN MEDICAL CASES
MANAGEMENT – INTERMEDICAS
• Functional model: direct &
instant access to the best
doctors for second opinion
services, 1st intention, Personal
Health Assistance
• Focus on patient & family care
P A T I E N T C A R E

10. Customer care architecture
Expat child with
medical emergency
Goes to Grigore
Alexandrescu
Calls Intermedicas

11. Worldwide customer care benchmarks
No filling out forms and no waiting for a call back. From the
minute you create your account, our team will start making
your health care better.
If you have an urgent medical question, you can speak with
Mayo Clinic nurses 24/7 and your PHA will make sure you get
the right follow-up care.
You get immediate access to the doctors other doctors have
selected as “best.” It’s more than a second opinion: it’s a
personal, compassionate way to be sure you’re doing what’s
best for you.

13. Exercise

14. Call us!
Telephone: (+40) 21 222 13 70
E-mail: office@intermedicas.com