Gone are the times when contacts with health facilities entailed lengthy journeys or challenging waiting times of patience either. The technology is now spread so that the ease and speed are already a reality in the interaction with hospitals and clinics.
An example of this is the platform online My CUF in operating since 2013, and available to all customers of CUF units, allowing them direct dial real-time queries on the doctor’s schedule, access to test results or search your history of visits to any CUF unit, among many other options.
it was precisely to reward projects of these, distinctive and innovative, as well as leading figures in the field of digital change, which was created to Portugal digital Awards initiative, which this year had its first edition. The group José de Mello Saúde by CUF My platform was the only one to be awarded in two categories of these awards delivered on 21 June in Lisbon. Best Digital Engagement and Best Digital Transformation were the areas where the My CUF stood out.
According to Zaida Veloso Dias, Digital Customer Experience Manager of José de Mello Saúde, these two awards “are the public recognition of CUF’s strategic focus on digital transformation of their business, by the way invested in digital channel and creating a personal area online , which customers can access, with all the security and convenience, anywhere. “
disruptive Project
the official believes that the basis of the award of prizes are “differentiators three points,” pointing to “disruption” as the main. “The CUF was the first healthcare group in Portugal to develop a personal area online inter-hospital, giving the customer access to a set of unique features in the market and personalized information about your activity in hospitals and clinical CUF “he said.
as for the future, says we should expect more news, for” innovation will continue to be a differentiator pillar of My CUF because of the bet and the constant planning the creation of new features “.
also mobility is a highlighted feature, translating into” integration of different technologies and systems which enable digital relationship with the customer, giving you direct access to your health information, and as the children under 16 years, anytime, anywhere, through any device and from any operating system. “
Features most used by the client
-. Consult your appointment book
– queries marking online , in real time, directly in the doctor’s schedule
-.. Consultation of clinical history for the last three years of activity in all units CUF
– Consultation / download of tests and analysis results.
on the other hand, Zaida Veloso Dias highlights the autonomy allowed by My CUF solution, ie, the possibility that the client has to manage important part of their interaction with health services. Among the options available to include also the payment of invoices; information relevant research in order to avoid contact with the units (prescription drugs, pre-authorizations of hospitalization, requisitions and scheduling); access and completion of the Personal Records area (which contains information such as the blood pressure values, blood glucose, cholesterol, allergies registration and medical history, etc.) and even alteration of the information, her and the children.
Large util 
ization
Asked about the accession of customers My CUF, Zaida Veloso Dias points out that” numbers speak for themselves, “pointing” rather high average use and have been increasing, a clear loyalty noting “(see My CUF in numbers).
as for the return, says that “the comments tend to be very positive, and there is also concern about giving constructive suggestions because they are very demanding customers.” One of the platform’s advantages is highlighted by parents and relates to the possibility of involving the children in their personal account by accessing all the features available. “Some customers even claim that this is a decisive factor in the choice of health care provider,” says Digital Customer Experience Manager.
Portugal Digital Awards
Portugal Digital Awards is a newspaper’s initiative Business and IDC consultant with the support of Vodafone and Novabase. According to Zaida Veloso Dias, the distinction in the category Best Digital Engagement “awarded digital design with greater impact in attracting and retaining customers, highlighting the fact that the My CUF be a tool to improve customer experience, making interactions with CUF more efficient by reducing phone calls for appointments and requests for information, avoiding trips to the units for collection of examinations and providing payments online , among other possibilities. ”
My CUF in numbers
– 125 000 accounts My CUF activated since August 2013.
-. More than 52 000 downloads the app since its launch
– monthly average of 123,000 logins since January 2016
-.. 45 000 downloads of examination reports and invoices from the beginning of the year
– 210,000 markings total
as for the other category in the My CUF was equally distinguished. – Best digital transformation – aimed at rewarding the most innovative digital transformation project, Manager considers the award as “a source of pride for the José de Mello Saúde, as seen thus recognized his initiative and ability to constantly adapt to new challenges allowing, in parallel, strengthening the CUF brand as a player innovation, which is one of its strategic pillars of differentiation. “
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