Infobip Case Studies Mediclinic: Boosting digital transformation with Microsoft and Infobip

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	Mediclinic: Boosting digital transformation with Microsoft and Infobip Infobip

Mediclinic: Boosting digital transformation with Microsoft and Infobip

Infobip

Technology Category	Application Infrastructure & Middleware - Middleware, SDKs & Libraries Sensors - Temperature Sensors
Applicable Industries	Healthcare & Hospitals
Applicable Functions	Facility Management
Use Cases	Chatbots Personnel Tracking & Monitoring
Services	System Integration
Challenge	During the COVID-19 pandemic, Mediclinic faced the challenge of screening every person entering their facilities, as per regulatory requirements. The screening process differed for health care workers, patients, and visitors. The biggest challenge was screening visitors, as it was difficult to communicate with them in advance and implement a solution that would meet regulatory requirements and streamline access into the hospitals. The initial screening was performed manually using paper-based forms, which was a slow process that resulted in bottlenecks at the entrances and required additional staff to monitor. The problem was amplified when more visitors were allowed back into the hospitals, with more than 15,000 people visiting patients and doctors’ consulting rooms a day. It was clear that an electronic solution was required to reduce the administrative process, streamline the access and ensure a safe environment. Read More
About Customer	Mediclinic is an international private healthcare services group, established in South Africa in 1983. It has divisions in Switzerland, Southern Africa (South Africa and Namibia) and the United Arab Emirates. The Group’s core purpose is to enhance the quality of life and it aims to be the most trusted provider of healthcare services. As of September 2020, Mediclinic comprised 76 hospitals, eight sub-acute and specialized hospitals, 17-day case clinics and 18 outpatient clinics. It operates in Switzerland, Southern Africa, and the Middle East, with more than 10,500 inpatient beds across all locations. Additionally, Mediclinic Middle East operates one hospital in Abu Dhabi and will open a 200-bed hospital in Saudi Arabia in mid-2022. Read More
Solution	Mediclinic decided to automate the COVID-19 screening process using WhatsApp and Microsoft Azure Bot framework. They chose WhatsApp because it is a platform that the public is familiar with and comfortable using. The Microsoft Azure Bot framework was chosen for automation because Mediclinic was already familiar with the Microsoft Azure environment and the Azure Bot can be used across multiple channels. Mediclinic partnered with Infobip to enable the integration of WhatsApp with the MS Bot Framework. Infobip’s expert presales teams helped set everything up to enable the integration and Mediclinic used internal resources to configure the Azure environment and develop the chatbot. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - Middleware, SDKs & Libraries

Sensors - Temperature Sensors

Applicable Industries

Healthcare & Hospitals

Applicable Functions

Facility Management

Use Cases

Chatbots

Personnel Tracking & Monitoring

Services

System Integration

Challenge

During the COVID-19 pandemic, Mediclinic faced the challenge of screening every person entering their facilities, as per regulatory requirements. The screening process differed for health care workers, patients, and visitors. The biggest challenge was screening visitors, as it was difficult to communicate with them in advance and implement a solution that would meet regulatory requirements and streamline access into the hospitals. The initial screening was performed manually using paper-based forms, which was a slow process that resulted in bottlenecks at the entrances and required additional staff to monitor. The problem was amplified when more visitors were allowed back into the hospitals, with more than 15,000 people visiting patients and doctors’ consulting rooms a day. It was clear that an electronic solution was required to reduce the administrative process, streamline the access and ensure a safe environment.

About Customer

Mediclinic is an international private healthcare services group, established in South Africa in 1983. It has divisions in Switzerland, Southern Africa (South Africa and Namibia) and the United Arab Emirates. The Group’s core purpose is to enhance the quality of life and it aims to be the most trusted provider of healthcare services. As of September 2020, Mediclinic comprised 76 hospitals, eight sub-acute and specialized hospitals, 17-day case clinics and 18 outpatient clinics. It operates in Switzerland, Southern Africa, and the Middle East, with more than 10,500 inpatient beds across all locations. Additionally, Mediclinic Middle East operates one hospital in Abu Dhabi and will open a 200-bed hospital in Saudi Arabia in mid-2022.

Solution

Mediclinic decided to automate the COVID-19 screening process using WhatsApp and Microsoft Azure Bot framework. They chose WhatsApp because it is a platform that the public is familiar with and comfortable using. The Microsoft Azure Bot framework was chosen for automation because Mediclinic was already familiar with the Microsoft Azure environment and the Azure Bot can be used across multiple channels. Mediclinic partnered with Infobip to enable the integration of WhatsApp with the MS Bot Framework. Infobip’s expert presales teams helped set everything up to enable the integration and Mediclinic used internal resources to configure the Azure environment and develop the chatbot.

Impact #1	The implementation of the chatbot for COVID-19 screening has significantly improved safety for everyone – healthcare workers, patients and their visitors. It has streamlined the process of entering the hospitals, reducing the time and resources previously required for manual screening. The chatbot has also helped Mediclinic to meet regulatory requirements for screening, ensuring a safe environment for all. The success of this solution has encouraged Mediclinic to consider advancing these solutions to provide even better hospital experiences across other innovative use cases.

Impact #1

The implementation of the chatbot for COVID-19 screening has significantly improved safety for everyone – healthcare workers, patients and their visitors. It has streamlined the process of entering the hospitals, reducing the time and resources previously required for manual screening. The chatbot has also helped Mediclinic to meet regulatory requirements for screening, ensuring a safe environment for all. The success of this solution has encouraged Mediclinic to consider advancing these solutions to provide even better hospital experiences across other innovative use cases.

Benefit #1	Between 25-30% of Mediclinic visitors are using the chatbot for COVID-19 screening.
Benefit #2	The chatbot massively reduced bottlenecks at the entrances of the hospitals.
Benefit #3	The solution reduced the need for additional staff to monitor the screening process.

Benefit #1

Between 25-30% of Mediclinic visitors are using the chatbot for COVID-19 screening.

Benefit #2

The chatbot massively reduced bottlenecks at the entrances of the hospitals.

Benefit #3

The solution reduced the need for additional staff to monitor the screening process.

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Overview

Mediclinic: Boosting digital transformation with Microsoft and Infobip

Operational Impact

Quantitative Benefit