Healthcare Provider Applies Wireless Location Server To Improve The Patient Experience
Case Study: Bronson Healthcare
Bronson Healthcare uses Cisco Wireless Control System and Cisco Location Appliance to track wheelchairs and avoid searches and patient waiting.
Bronson Healthcare Group in Kalamazoo, Michigan – a community-owned, not-for-profit healthcare system – enjoys a reputation based on the delivery of excellent care and a companywide commitment to service excellence. With a long-term vision of becoming a national leader in healthcare quality, Bronson routinely assesses its progress in terms of measurable customer satisfaction.
"Waiting for anything puts stress on a patient," explains Nancy Radcliff, a registered nurse and director of customer service at Bronson. "Waiting for something as basic as a wheelchair makes no sense to them, and is therefore extremely frustrating. When we found that our greeters and orderlies were running around looking for wheelchairs every day, and I was e-mailing ‘wheelchair alerts' twice a week to all 4000 employees, we knew we had a serious problem that could impact our customer satisfaction ratings. We quantified the problem and found that it was costing the hospital about $28,000 per month if we added up the employee time spent searching and e-mailing, not including the costs relating to lost and vandalized assets."
Click Here To Download:Case Study: Bronson Healthcare