At Medgate, patients get to see a doctor precisely when they need one: whether they are at home, in the office or taking a walk in the park. Since 2000, the Swiss company has operated the Medgate Tele Clinic in Basel, the largest telemedicine center in Europe. A total of 85 members of staff in patient reception, 22 telemedical assistants and over 100 doctors care for and treat patients with health concerns, 24 hours a day, 365 days a year – through the app, on the phone or by video link. Medgate handles up to 6,000 patients on its busiest days, meaning that processes have to be efficient and workforce deployment has to be aligned with patient numbers.
Digital workforce management helps the company guarantee the best possible outpatient healthcare at any time of the day or night. The Automatic Duty Plan enables workforce scheduling to be optimized in line with requirements and costs. The physicians use a points system that takes account of specific rules on premium rates right from the planning and scheduling stage. Reception staff also use the integrated Shift Exchange functionality. The ATOSS Staff Center lets them independently swap working times with colleagues – however they may choose. The system checks automatically whether a swap would breach any of the few predefined rules such as minimum staffing levels or working more than five days in a row. Having so much freedom makes work even more fun, boosting the team’s motivation and autonomy. A further highlight is the interface between the patient management system and the ATOSS solution, which lets patients see when their preferred doctor is on duty when they make their appointment. Our diagnosis: Workforce management helps Medgate maintain high levels of patient and staff satisfaction – day in, day out.
Source: ATOSS CUSTOMER MEDGATE / Annual Report 2019