Digital process solution for medical support in assistance

Initial situation

What was the situation up to now?

Medicall AG is the leading provider of medical assistance services in Switzerland and acts as an emergency call center on behalf of insurance companies. It supports people abroad who have fallen ill or had an accident and ensures optimal treatment on site or safe repatriation to Switzerland.

A medical competence center consisting of case managers and doctors is in contact with the affected persons and service providers (hospitals, doctors) abroad. The team prepares medical assessments, clarifies the fitness for transport, the urgency, and the type of transport and organizes any hospital admission in Switzerland.

The previous way of working within the medical competence center using MS Office tools was very time-consuming and was to be replaced by a modern, task-based workflow solution based on Axon Ivy.

Customer benefits

What has improved as a result of the solution?

The orders to the medical competence center are generated in the assistance solution and are available as tasks in the new application. A case overview shows the status of current orders and responsibilities. Case management and the medical team work together on a task-based basis in the electronic case dossier. The work can be time-critical, which is why good scheduling and monitoring is necessary. Electronic documents and e-mails are generated for the exchange of information with external parties (doctors, hospitals, etc.).

Benefits of the new solution:

• Overview, prioritization and status of medical orders
• Guided and role-based medical support processes
• Integrates and synchronizes key data with case management of the medical operations center (logistics)
• Intuitive operation, little training required
• Digital document handling
• Seamless recording (history)
• Parallel processing of several orders possible

Services

What services have we provided?

As a long-standing digitalization partner of Medicall, FROX helped design and implement this individual application. Due to the sensitive area of application, particular attention was paid to clarity, ease of use and high reliability.

Our services for Medicall:

• Support requirements engineering, co-creation of design and UX, implementation support
• Solution architecture, agile software development (SCRUM), continuous delivery, project management
• Support and further development

Platforms & technology

Which platforms and technologies did we use?

• Axon Ivy

Industries

For which industry was the solution developed?

• Healthcare