Professional Documents
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A HEALTHY
SERVICES SYSTEM
CUSTOMER IN FOCUS
Amphia is a progressive hospital that
prioritizes the quality of care. In order to
safeguard excellent care in the future,
Amphia has invested in one tool for all
supporting departments. This lets them
streamline internal processes, but above all
provide better services to their end users.
TEXT: MILOU SNATERSE PHOTOGRAPHY: AAD HOOGENDOORN
this is demonstrated by the fact that they were one of the first Dutch
roll out TOPdesk across the entire organization. The entire chain must
eventually work from a single source to make collaboration easier.
TOPdesk in one go. A series of events is created, and these make sure
that the right actions take place. When the employee actually joins
the organization, their email address is ready and they can get straight
had immediate consequences for IT, and vice versa. And this is how we
continue to expand TOPdesk.
Increased efficiency
One of the most important reasons for Amphia to bring its processes
limited to just IT questions, however: the application is also used for all
Everyone had their own hobby horse, but if we hadnt stepped in,
there is a fair chance that more comparable tools would have been
purchased, says Kamman.
For Amphia, TOPdesk is the incident management system for an array of applications.
In addition to TOPdesk, Amphia has introduced a large ERP system, CareCTRL, for all
calls relating to medical apparatus. The hospital wants to use both applications to
create an optimal information provision set-up.
Kamman says, Eventually we want a link between TOPdesk and CareCTRL, so
that all calls registered in CareCTRL are synchronized with TOPdesk. In time, all
incident registrations and assets have to end up in TOPdesk, so that we have just one
registration system. This will make it even easier to collate questions in the future.
Continuous improvement
One of the next steps forward will be using the Self Service Desk. In hospitals,
everyone is in a hurry, says Kamman. If the help desk cant be immediately reached
by phone, people register their problems later, or even not at all. This isnt what we
want. It is much easier if people can register their calls themselves, from their own
workstations. This lets users register calls when theyre ready and able. Meanwhile,
we can immediately see who logged the call, and have access to all the information
we need to respond effectively. The help desk is now busiest at the start of the day.
This is also set to change when we start using the Self Service Desk. Well be taking a
big step forwards in terms of efficiency.
Kamman says that he does not see TOPdesk as a system for supporting
departments, but rather a system for end users. Spanjaardt adds, This is why we
use the term call rather than incident. This is easier and better for everyone. With
Facilities joining in, we are taking the next step towards a user-friendly, integral
system for the end user. We are working towards more chain formation, collaboration
and clarity.
WE CANT ALLOW
OURSELVES TO WORK IN
DIFFERENT SYSTEMS
Richard Kamman
IMT Knowledge Centre Manager
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Define the problem, then look for the best solution. Can
TOPdesk provide the answer?
Start training people on time. Make lessons part of the
project. The more familiar people are with the product,
the greater the support within the organization.
Make sure the functional management is set up properly
right away. The knowledge you gain during a project
is crucial for functional management: when you make
decisions about the tools set-up, you are also making
decisions about the functional management.
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