Case Studies Inner

Re-Inventing patient journey experience for the Largest Hospital Chain in UAE

About the organisation

One of the largest chains of hospitals in UAE has 4 branches – Dubai, Sharjah, Ajman, Jumeriah clinic. The healthcare organization group is committed to the health and wellbeing of the community and the people they serve. It offers a full spectrum of services to patients of all ages and provides comprehensive and continuing healthcare to the whole family.

They strive to be the best regional healthcare leader through its largest network of hospitals delivering excellence in quality of care to patients, and creating value for all stakeholders.

Challenges faced

Travelling has become a hassle for all civilians and accessibility is limited in this day and age. Healthcare is one of the most challenging facilities in terms of accessibility now. So, civilians are finding it difficult to avail the services of hospitals because of the fear of stepping into a virus prone environment.

The hospitals are finding it difficult to process the services for people and their need for digital service. The healthcare facilities are facing various challenges to fulfil people’s needs for medical services. The people are lacking easy access and instant healthcare solutions and the hospitals are unable to treat their patients as the topmost priority as usual.

Solutions offered by Twixor

We wanted to offer a solution to provide the patients and doctors with a frictionless interaction facility to enhance patient trust and provide the utmost care by digitizing the complete patient journey. Twixor built a digital engagement ecology through WhatsApp & PWAs for patients to avail themselves a seamless experience and care by the digital transformation of end-to-end patient journeys.

Digital automation of the hospital’s services enables the patients to avail the services of the hospital at the comfort of their own homes. People can now avail services of the hospital through our digitally automated personal interface, using WhatsApp and PWAs. This personalized engagement augments the patient experience.

Twixor custom-made solutions for SGH, enabling the hospital to digitize their entire portfolio of offerings and allowing its customer to avail an assortment of healthcare services that are listed below, right from the comfort of their homes on WhatsApp.

  • Bi-lingual platform – English & Arabi
  • Virtual Patient card request
  • New Patient Registration
  • Find a doctor
  • Book an appointment
  • Submit Feedback/Complaint
  • Talk to Live Agent
  • Find Branch Near you
  • Review Promotions/Offers
  • Lab/Radiology Reports
  • Request a callback

Business impact

Twixors suite of digital automation solutions allows SGH to onboard and acquire customers seamlessly. Twixor was able to address the various challenges faced by SGH with the ongoing pandemic, by digitizing processes and ensuring flawless communication with the customers by digitizing processes like:

  • Virtual patient card request
  • Patient identity verification & virtual registration
  • Booking appointment, finding the doctor and talking to a live agent
  • Documentation and reports shared via WhatsApp
  • 40% Improvement in Outcomes
  • 22% Increase in Staff Efficiency
  • A Platform for patient feedback
  • Share promotions and offers on healthcare packages