The Milan ISTITUTI CLINICI DI PERFEZIONAMENTO are a public Regional Hospital of national relevance and high specialization, partnering with Università degli Studi Milano and Università degli Studi Milano-Bicocca (two of the principal university institutions in Milan) and is part of Lombardy Regional Healtchcare System. The institution is structured on 22 surgeries located throughout the Milan area, and are a main reference point for specialistic outpatient care. The multifunctional surgeries perform specialized surgical end medical visits, and radiodiagnostics, in sinergy with the activities of Ospedale dei Bambini Vittore Buzzi, CTO Centro Traumatologico Ortopedico, Ospedale Bassini in Cinisello Balsamo and Ospedale of Sesto San Giovanni.
The objective was to implement an ERP for the reception management of the entire network of booking centres (the biggest in Italy) with the capacity of remote control and rationalization of procedures, centralizing booking flows with capacity of prioritization of the calls and monitoring of waiting times and operations.
With the integrated software platform MR-You Enterprise® Artexe implemented a system of queue management at more than 100 desks in the 27 existing structures. The system enabled to manage patients calls at best, with capability for prioritization in case of diabilities, elderly or pregnancies. At the same time it monitors in real time data and information from the waiting rooms in order to optimize the operations and improve quality of service for the citizen. The project is also very useful for personnel management, enabling a high degree of flexibility in the workforce allocation.