Human Resources Control and Management System Implemented at Abia

2025: Implementation of Human Resources Control and Management System

SteadyControl on March 12, 2025 shared with TAdviser the results of a project to implement a personnel control and management system in the multidisciplinary clinic "ABIA."

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Фото: SteadyControl

As reported, artificial intelligence is already helping to identify pathologies in X-ray and tomography. Neural networks are able to prescribe drugs, help carry out laboratory diagnostics. On the other hand, executives from the medical industry are looking for new opportunities. The prospect is seen in improving the quality of service and patient orientation. A multidisciplinary clinic "ABIA" in St. Petersburg is moving in this direction.

When an employee successfully offers a record, speaks about the need to continue treatment, or selects a convenient date and time for the visit, he increases the chance of recovery of the patient. Quality service at reception, in a call center or at a doctor's appointment is an important part of the medical process.

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= stressed Alexander Solonin, General Director of the Association of Private Clinics of St. Petersburg^[1] 'And in state and private medicine, the service component is not allocated as a separate service, but is an integral part of high-quality medical care.}}

As of March 2025, employees in private clinics are meeting standards by an average of 39%, according to SteadyControl. Because of this, patient loyalty is falling. PHY costs are not optimized. The quality of treatment and financial result suffer. One of the main problems in this field is the profitability. In 2023, one in three Petersburgers refused treatment due to dissatisfaction with the work of the clinic. Even if the patient came by appointment, he can ignore the next appointment. For the clinic, this means less services provided, and therefore less profit. Not to mention the fact that interruption of treatment affects recovery.

The main goal of ABIA is to increase the conversion of primary and repeated patient records in the departments of plastic surgery and cosmetology. To do this, the clinic launched a personnel control and management system. With camcorders, audio tabs and telephony connections, it makes a transparent contact employee and patient. After collection data neuronets , their interaction is analyzed and presented to the manager in the form of statistics. Based on this data, clinic managers and SteadyControl Support determine the criteria to be met. Among them: agreement on the date call, reminder of visit, working out objections and others.

According to the developers, SteadyControl is a human resources control and management system that combines modern management practices, artificial intelligence and the latest audio and video analytics technologies into a single solution.

Post-implementation analysis showed that the average compliance with processes in the clinic is higher than in the market. However, despite the attention to service indicators, administrators and operators did not always bring the patient to the record. Also "sagged" advertising of the clinic and the doctor.

Meetings were held with the managers of ABIA every two weeks. They discussed the current situation, determined the vector of development and new tasks. Due to the involvement of managers and high-quality work with analytics, it was possible to quickly tighten the lagging indicators.

The successful implementation of the project was also influenced by the specifics of the clinic. In "ABII" there is almost no turnover, employees have been working in one team for more than 10 years. They have high discipline and motivation to increase their own performance. Administrators and call center operators from the start of the project tracked and could influence their results. One of the employees, who spent only an hour a week in the system, increased compliance with the criteria from 55% to 90%.

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Фото: SteadyControl

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Фото: SteadyControl

In the call center, SteadyControl helps employees process incoming and outgoing calls.

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Фото: SteadyControl

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Фото: SteadyControl

The General Rules block runs 100%. This means that medical staff never use prohibited phrases or perform prohibited actions.

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Фото: SteadyControl

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Фото: SteadyControl

The system made it much easier for us to work. The structure we now have is alive. We communicate with the escort department every month. Let's find out the estimates, feedback on the work of our colleagues. And after the meetings, we adjust the processes at the reception and in the CC. We started with the formation of checklists, according to which the system will evaluate interaction with patients. Moreover, they can be edited. We actually like the interaction with SteadyControl because we have our hands untied enough. Thanks to this, we can customize the functionality of the system for our tasks and work as it is convenient for us. It is important to build such a systemic interaction. In any system, the frequency, regularity, verification, control, implementation of changes operate. You have this classic scheme implemented very well, it helps. Therefore, in general, we like everything. There were no serious difficulties that we would highlight. In the course of working with the system, we smoothly approached the next stage of cooperation - the SteadyControl connection to our MIS. This will enhance the ability to manage internal processes. For example, the yield estimate. It is important for us to see what affects it and how to increase it based on numbers. And, most importantly, the integration of the system with the IIA will make the assessment of the impact of the actions of the administrator and operator on the conversion as objective as possible. told Elena Zvereva, head of the service department of the clinic "ABIA"

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