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Digital Transformation of Health Care Services: Médikal Case Study

Abstract:

The digital transformation of healthcare companies in times of Covid-19 was a relevant factor in sustaining the great demand for healthcare services, allowing the establishment of new communication channels, forms of payment, information processing, and online medical consultation services, among other services. This transformation implies substantial changes in people’s culture and businesses, through a systematic, strategic and cultural change process, supported by the application of cutting-edge technologies that allow the systematization of processes and adequate data analysis. This research shows the digital transformation of the Médikal Center, which integrated technological changes within its processes such as migration to a cloud computing scheme allowing optimization of investment costs in IT infrastructure; migration to a more stable ERP; replacement of manual clinical laboratory processes by automated processes; generation of dynamic reports using data analytics thus improving decision-making at the managerial level; and establishment of new contact channels with the user such as the chatbot and mobile applications that allowed greater attention to customer demand. In short, this digital transformation process has allowed improving the quality of service, customer satisfaction, and supporting the decision-making of the company’s executives, but in order to achieve this purpose, it was necessary to use methodologies supported by the best practices in the management of planning and implementation of IT projects.