Hospital management: outsourcing secondary functions to improve the quality of services

Modern hospital management is constantly evolving, driven by the need to optimize resources and improve the quality of services. As demand for care increases, many healthcare facilities find it useful to outsource some secondary functions, allowing in-house staff to focus on more strategic activities.

Why outsourcing is beneficial for hospital management

Outsourcing secondary functions is a strategic choice for many healthcare facilities aiming to optimize their hospital management. By outsourcing activities not directly related to patient care to a partner specializing in Business Process Outsourcing, or BPO, a hospital can free up important resources and focus on its primary functions.

Among the immediate benefits of outsourcing is a reduction in operating costs: managing activities such as administration or customer care in-house requires a significant investment in staff, training and technology. An external partner, on the other hand, can absorb these costs, making the process more cost-effective and sustainable in the long term.

Another advantage is the scalability of services. Healthcare facilities often have to adapt to changes in demand, such as anincrease in patients at certain times of the year or during times of emergency. BPO services make it possible to increase or decrease the level of service flexibly, without significant impacts on internal staffing.

What functions to outsource to improve service quality

For effective hospital management, it is important to identify which secondary functions can be outsourced without compromising the quality of services, but rather, improving it.

Customer care, for example, plays a crucial role in the patient experience, from reception to handling inquiries.

Entrusting this service to a specialized partner ensures professional and consistent management, with resources trained to respond promptly to patient needs, reducing waiting times and improving the perception of hospital service.

Digital health and process optimization through outsourcing

The adoption of digital health solutions has become crucial for modern healthcare facilities, both to improve service quality and to optimize internal management.

Relying on a BPO partner experienced in digital health technologies enables hospitals to access innovative tools without having to invest directly in complex infrastructure. These specialized providers can offer a range of advanced solutions, such as digital platforms for patient management, automated performance monitoring systems and data analysis tools, which help simplify daily operations.

The integration of digital health through outsourcing also offers increased security and compliance with healthcare regulations. Experienced healthcare BPO providers are often able to ensure compliance with industry regulations, such as those related to privacy and patient data management. This reduces the risk of penalties and protects patient trust in the facility.

Customer care and its importance in hospital management

In hospital management, a service of patient care well-structured and accessible contributes greatly to user satisfaction and well-being.

Outsourcing customer care to a specialized BPO partner allows hospitals to offer professional, patient-focused service, responding quickly and accurately to requests for information, reservations and support.

An outsourcing partner with specific expertise in health care customer care ensures that every patient contact is handled with sensitivity and care, reducing waiting times and improving communication between the patient and hospital staff.

The ability to use digital platforms for customer care, such as chatbots or 24/7 telephone support, ensures that patients can get answers and information at any time, helping to create an environment of trust and transparency.

Investing in customer care through outsourcing relieves in-house staff of secondary tasks and helps create a positive and lasting relationship with patients.

INGO’s solutions for customer care management in the health care industry

For the healthcare sector, INGO has developed a range of technologies to support healthcare facilities in management of appointments and patient requests.

L’AI front desk is a digital health technology that enables first- and second-level help desk delivery that is efficient and suitable for improving patient satisfaction and the quality of care delivered.

Thanks to innovative technologies such as chatbots and voicebots powered by AI and machine learning, INGO can support healthcare facilities and hospitals in handling the simpler inbound requests, freeing up economic and staff resources to handle more complex requests that require human intervention