Call 666 – Single Point of Contact For Maintenance Services – U N Mehta Institute of Cardiology & Research Centre

Problem

• An average of 20 maintenance-related complaints per day were received in the past, which were difficult to manage due to the lengthy procedure of filing complaints.
• Complainer had to remind concerned departments regarding maintenance-related complaints frequently. 
• Complaints remained unattended and unresolved if it was not resolved during the duty hours of the complainer and compliant receiver.
• The Maintenance departmental staff could not attend to the complaints without the signature of the maintenance HOD and departmental HOD.
• There were no specific benchmarks or time limits to resolve the maintenance-related problems.

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Solution

• Developed a “Code 666” as a single point of contact for any maintenance regarding issues within a hospital.
• The maintenance coordinator is present 24×7×365 to receive the complaint and provides a unique complaint number to the complainer.
• Developed customized maintenance software for maintaining a maintenance complaint record.
• Identified an employee who has knowledge regarding all the maintenance departments and continues reminders to concerned staff being sent by the maintenance coordinator.
• Criteria have been set that daily at 4:30 PM, the maintenance coordinator has to send a daily complaint status report to the Head of the Maintenance department.

Outcomes

• Improved service quality of maintenance staff and empowered nursing and other hospital staff to react quickly to maintenance-related Services.
• Increased the satisfaction of employees regarding maintenance services and hospital staff productivity by decreasing the time to manage maintenance issues.
• Reduced operational expenses through reliable network availability, scalability, and rapid maintenance system.
• All the complaints related to the different maintenance departments are handled through a single-point hospital maintenance system within half an hour.
• All the records of the complaints are maintained in maintenance software, making it easy to track any complaint.