Branding of Kaplan Hospital – the team work
1. Close to the community and treatment partnership team :
Strived to promote collaborations in diverse areas and to strengthen the rapport between the hospital wards and the clinics and other entities in the community via projects such as:
• “A ward adopts a clinic” – 5 hospital wards adopted 4 leading community clinics.
• Exchanging department “IDs” – distributing contact pages among community doctors that include information on the hospital specialists (including areas of specialization, contact details, pictures and more).
• Group encounters – hosting various entities at Kaplan and increasing communication between hospital specialists and community doctors.
• “Kaplan in the community” – hospital executives visited leading community clinics to spread the word about “the renewal of Kaplan”.
• Unique treatment packages – such as quick comprehensive medical diagnosis.
• “eKaplan” – a computerized branded leaflet that includes information on waiting times, information from the desk of the ward, Kaplan news and more.
2. Close in an emergency team :
Developed and enhanced medical services whereby proximity to the Medical Center is of the essence. The team set goals that pertain to ER services: improving admission and treatment times; improving customer satisfaction; improving ER staff work conditions and increasing the cooperation within the team. The team initiated projects such as:
• Introducing new management routines – shift management procedure (doctors, nurses, secretaries), morning briefing, round table.
• Introducing improvements in the physical conditions – closing ways in, escort stickers, new uniforms and so forth.
• Opening an ER for walk in patients.
• Conducting service workshops.
• Collaborating with professional entities: Aviv Surveys, Frontline surveys and workshops.
• Increasing staff-patient rapport by providing thorough explanations.
3. Close to the heart team:
Strived to “near hearts” in the community and in Kaplan by launching projects such as:
• Kaplan in the community – Personnel from Kaplan visited schools, community centers, work places and so forth in order to disclose the activities of the Kaplan Medical Center.
• “Close Medicine” project in the wards that ended with a “Close Medicine” exhibition in the wards
• Preparation of a model for encounters of multi sector wards.
• Recruiting volunteers – In order to increase the number of volunteers at Kaplan, the team issued a call for volunteers through various organizations, employees and advertisements. It improved the volunteer intake process and established a special team to focus on their intake. As a result of this activity, there was a 12% increase in the number of volunteers in 2009.
4. Availability and Accessibility team:
Strived to increase accessibility of the services to customers in terms of logistics and in terms of service awareness, by launching projects such as:
• A shuttle to transport patients and visitors.
• Upgrading the parking structure.
• Improving access and the appearance of the street leading to the Medical Center.
• “Information kiosk”.
• Improving direction signs within the Medical Center.