Onlinet Case Study - Rwanda Hospital ENG
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Rwanda has implemented a queue management system in several hospitals to improve customer service and efficiency. The system uses ticket dispensers and displays to organize patient flow. Officials expect it will reduce wait times by 26% and administration time by 30%, while increasing staff efficiency by 30% and patient satisfaction by 60%. The goal is to extend the system to 42 district hospitals by the end of 2011. The queue management system is part of Rwanda's efforts to rebuild its healthcare system following the 1994 genocide and improve access to medical care.
Onlinet Case Study - Rwanda Hospital ENG
- 1. F I L E S T O P S E C R E T Document type: Registered as: Date: CASE STUDY ONL/05-10 12-11-2010 ONL01 HOW APPARENTLY SMALL THINGS IMPROVES A LOT IN THE HOSPITALS OF ? CONFIDENTI Order No: 2010/001 rwanda
- 2. F I L E S REDUCING QUEUES AND OPTIMIZING PATIENT CALLING Facts &Figures RECOVERY AFTER TIMES OF WAR IMPROVING HOSPITALS INFORMATION IN A TOUCH w w w . o n l i n e t . e u 2. ”Improves service provision“ says Daniel Murenzi Head of ICT, Ministry of Healthcare “It is an IT system that helps improve service provision at hospitals and healthcare facilities by organizing client flow and providing attention to all visitors” Continent: Official languages: Total area: Government: Population: Africa Kigali 2 26.338 km 10,746,000 (2010 estimation) 5.246 billion USD Capitol: Nominal GDP (total): Kinyarwanda, French, English Republic Independence: Currency: Nominal GDP (per capita): 1962 (from Belgium) Rwandan franc (RWF) 535 USD The most dramatic chapter in the country´s modern era was in 1990, when the Rwandan Patriotic Front (RPF) invaded the country, sparking a three year Civil War. In 1994 the president was assassinated, sparking the Rwandan Genocide. Between 500,000 and 1,000,000 people were killed in 100 days. Rwanda's economy suffered heavily during the 1994 genocide, with widespread loss of life, failure to maintain the infrastructure, looting and neglect of important cash crops, causing a large drop in GDP and destroying the country's ability to attract private and external investment. Since the end of the Genocide, Rwanda has enjoyed political and social stability. This has permitted the development of agriculture, roads, tourism and mining industries. Today in Rwanda is a shortage of staff nationally and some medicines are in short supply or unavailable. 87% of the population have access to healthcare but there are only two doctors and two paramedics per 100,000 people. The government is seeking to improve the situation as part of the Vision 2020 development programme. It has increased the healthcare budget from 4.2% to 12% of national expenditure. As part of the nationwide hospital improvement programme, ONLINET has installed Queue Management System in the University Teaching Hospital of Kigali, Muhima and Rwamagana hospitals.The move is aimed at improving customer care in the health sector, according to officials.
- 3. F I L E S INFORMATION IN A TOUCH w w w . o n l i n e t . e u 3. Officials expects that the new system will reduce waiting and administration by 26 and 30 percent, respectively. The number of cases or patients attended to per day, staff efficiency, and patient satisfaction are expected to go up by 28, 30 and 60 percent, respectively, while staff concentration ability will increase by 30 percent. Mistakes during administration are expected to decrease by 45 percent, officials say.The three hospitals are the first to benefit from a 'pilot project' that will gradually be extended to other district hospitals in the country.“Thesethreehadunmanageablequeues,”reckonedDanielMurenzi. There are 42 district hospitals in the country, and Ministry of Healthcare plans to have them allequippedwithsuchqueingsystemsbeforetheendof2011. Reduced waiting Reduced administration time Increased number of visitors Increased customer satisfaction Increased staff efficiency Reduced stress levels Multi-Q ticket dispenser with touchscreen Central display Counter displays Staff terminal in hardware and software version ONLINET CDS software BENEFITS OF THE SOLUTION COMPONENTS OF THE SYSTEM ” Will increase efficiency“ ” The ONLINET queuing system will increase efficiency, quality and service levels.“ 30%higher 26% shorter waiting times staff efficiency ONLINET Group in a nutshell ONLINET Group is a European leader in developing, manufacturing Queue & Customer Management Systems and Digital Signage solutions. With branches in 7 countries and resellers on 3 continents we provide solutions in the Financial, Telecommunication, Retail, Healthcare, Education, Transport and Public sectors. Awarded by Deloitte in 3 consecutive years, as one of the fastest growing technology company in the Europe- Middle East-Africa and Central Europe regions, ONLINET through it’s systems manages around 500,000 customers daily in more than 1,200 Customer Services. says Daniel Murenzi Head of ICT, Ministry of Healthcare
- 4. TOP SECR FOR YOUR EYES ONLY! WWW.ONLINET.EU © Copyright ONLINET Group 2010. Created November 2010. ONLINET Group endeavours to ensure that the information in this document is correct and fairly stated, but does not accept liability for any errors or omissions. Quotes are taken from „THE NEW TIMES - Rwanda´s First Daily“ article written by James Karuhanga