Success Story

Small team – big impact: How medikit helps QM achieve a breakthrough

The team of the dental practice Andreas Hager has tried different approaches to quality, hygiene, repair, etc. management. With medikit, they succeeded in combining all relevant processes on one platform, actively involving the employees and providing the owner with excellent quality assurance.

The challenges of creating the big picture

The folder “Professional Management” is still in the cupboard behind Andreas Hager’s desk. The systematic organization of a dental clinic has been a constant topic for the trained dental technician and dentist since the day the clinic was taken over 20 years ago. At the same time, especially in smaller companies, it is important to keep it simple and not to overwhelm the employees with theory and bureaucracy.

Andreas Hager and his well-rehearsed team have tried out some approaches to QM & Co. and, for example, have put special software into operation or introduced management systems in a targeted manner. Unfortunately, despite reasonable efforts, it was never really finished: The systems remained isolated individual solutions and were not maintained. The effort was very high, but the benefit did not really appear. Accordingly, motivation and acceptance among those involved were low. It just didn’t round it up.

An important point in previous attempts has always been the exchange of information: content such as specifications or resolutions must be sustainable and easy to find at any time. The size of the team is also irrelevant: whether 8 or 80 people affected do not have access to crucial information always has the same negative effect on quality.

Andreas Hager and his wife Martina, who works in the clinic accounting, became aware of medikit during a further training course as part of the prestigious Dentist Entrepreneur Workshops (ZUW), and the hope grew that it could behave differently due to the innovative platform concept.

Against it first

The first impression of medikit as a modern, cloud-based web application was very positive. In fact, Andreas and Martina Hager decided against a medikit test for the time being. Cloud software is rented – this is transparent and the costs are understandable, but it is unusual not to own software and to have running costs instead.

However, the ongoing, daily challenges in everyday practice have not let the topic calm down. After careful consideration, dentist Hager decided to take a test month and even risked the house blessing: The chance to summarize the entire individual piece and no longer had a folder for every topic (QM, hygiene, repairs, etc.) that was never used anyway to tempt. A decisive aspect in this decision was of course that the test was absolutely risk-free because it was non-binding and did not involve any additional costs.

medikit bringt mir die totale Entspannung: Alle relevanten Themen rund um QM & Co. laufen auf einer Plattform zusammen, nichts wird mehr vergessen und personelle Ausfälle lösen kein Chaos mehr aus.

Andreas Hager Inhaber

Gesunde Skepsis in der Testphase rasch überwunden

Das Team hatte zu Anfang der Testphase unterschiedliche Meinungen zu der Innovation: Einige waren hellauf begeistert ob der neuen Möglichkeiten. Andere waren vorsichtig skeptisch. Eine Kollegin bezog sogar klar Position gegen eine webbasierte Kommunikationsplattform wie medikit: Die technischen Neuerungen mit Smartphone und Webanwendung sind vielleicht nützlich, aber als Mitarbeiter kann man dabei den Eindruck von zusätzlicher Belastung außerhalb der Praxis und in der Freizeit bekommen. Darüber hinaus stand die Frage im Raum, ob dann überhaupt nicht mehr miteinander gesprochen würde. Ein “Social Intranet” für ein 7-köpfiges Team erscheint auf den ersten Blick doch etwas über das Ziel hinausgeschossen.

Diese Bedenken konnten mit Inbetriebnahme des medikit für die Praxis rasch zerstreut werden. Die Nutzung der Smartphone-App ist gänzlich freiwillig. Die App wird auch hauptsächlich nur vom Chef und den Kolleginnen in der Verwaltung genutzt und man kann genau einstellen, an welchen Tagen und zu welchen Uhrzeiten man überhaupt Benachrichtigungen auf das Handy bekommen möchte. Die Bedenken, ob man nicht zu klein sei für eine solche Anwendung haben sich auch schnell aufgelöst: Der persönliche Austausch klappt in der Praxis von Andreas Hager sehr gut, weshalb z.B. das Nachrichtentool nicht so intensiv genutzt werden muss wie vielleicht in Großpraxen. Aber der Bedarf einer effektiven Dokumentation der praxisinternen Vorgaben im digitalen Handbuch sowie einer Standardisierung von Prozesse, z.B. Fehlermanagement, sind von der Betriebsgröße gänzlich unabhängig und konnten vom ersten Tag an ihren Mehrwert entfalten.

Die Testphase verlief dann auch entsprechend erfolgreich, was in erster Linie dem Engagement der Praxismanagerin zu verdanken war. Als zentrale und leidgeprüfte Kraft im Team erkannte sie die Vorteile von medikit in den Bereichen Dokumentation und Prozessmanagement sofort. Mit medikit konnten alle wichtigen Inhalte auf einer sehr einfach zu bedienenden Oberfläche zusammengefasst werden und jeder hat darauf Zugriff – was sich umgehend in einer regen Nut-
zung wieder spiegelte. Somit lohnte es sich endlich, Energie und Zeit in hilfreiche Dokumente und Anweisungen zu investieren. Der Aufwand war anfänglich auch erst mal hoch. Sobald aber die wichtigsten Artikel erstellt und Aufgaben angelegt waren, reduzierte sich der Betreuungsaufwand dann auch schnell auf ein locker zu bewältigendes Maß.

With medikit, documentation is finally created which is really used. The best thing about it is that I don’t have to do everything alone, we can work together on the content as a team.

Susanne Rambeaud Administration, Clinic Management and Patient Service

Their success

After just 3 months medikit has become an integral part of everyday practice. The helpful functions in connection with the ongoing commitment of the compact team enable a QM and practice organization system from a single source.

Digital handbook

With medikit around 800 knowledge articles were created in a very short time – an astonishing peak value that puts many large clinics in the shade. This shows that systematic knowledge management does not depend on the size of the company. The team quickly got used to having any form of exchange flow into a form of documentation. Sometimes e.g. the need for a new work instruction from a chat as part of the error management shown in medikit. This is then generated with a few clicks from what has just been discussed and is automatically known to all employees concerned within a very short time. In general, it is perceived as particularly positive that a lot is now made comprehensible in writing and nothing can be forgotten. The search function in medikit, which rummages through all the content from the manual to comments and calendar entries is particularly helpful in this context.

More efficient communication

Contrary to the occasional misgivings given the size of the team, the communication culture benefited surprisingly from the use of medikit. In everyday practice, relatively mundane communication content, such as the processing of repair jobs, takes up too much space in relation to its importance. After it was possible to relocate especially the topics for which personal conversation is not necessary into medikit through automated processes such as repetitive tasks and checklists, that there was actually more time for the important conversations.

Another positive aspect is the possibility to deal with content with a time delay. For example, topics for the regular team meetings are collected in advance using the ideas tool in medikit. The colleagues come to the meeting prepared and in the mood. The productivity of these sessions could so be noticeably increased again.

Control and security

Perhaps the most important aspect for Andreas Hager is the perceived feeling of security and procedural control. Functions such as repetitive tasks, e.g. the semi-annual filter change for the compressor in the basement is recorded once and the owner can be sure that he will be reminded. Another issue that worried the entrepreneurial clinic owner was the risk of loss of service providers. The regular operation was entirely dependent on the central colleagues, who had very detailed, but largely undocumented process knowledge. In the event of a failure, nobody would have an overview. The systematic documentation of the most important processes enabled this dependency can be significantly reduced.

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