- API Integrations, Robotic Process Automation
Handling Acute Employee Schedule Disruptions with API's and RPA
Background
Vitalis, a leading healthcare provider in the Netherlands, is dedicated to enhancing the quality of life for elderly residents through the integration of advanced technologies. With over 2,500 staff members, the organization provides extensive care services, ensuring that elderly individuals receive the support they need to live comfortably and with dignity. However, like many healthcare providers, Vitalis faces significant operational challenges, particularly in managing staff schedules amidst frequent and unforeseen absences.
Challenges
The primary challenge at Vitalis was managing daily schedule disruptions caused by unexpected staff absences. On average, the organization faced 20-30 disruptions daily, which required urgent attention to ensure continuous and adequate patient care. The traditional method of addressing these disruptions was highly inefficient, involving approximately 1.5 hours of calls, messages, and emails to fill a single shift. This process was not only time-consuming but also caused significant stress and workload for managers and the planning department. The inefficiency of the manual process often led to bottlenecks, impacting the organization’s ability to provide consistent and high-quality care to its residents.
Solution
To address these challenges, Ciphix developed and implemented Rob Otmans, a digital assistant designed to automate the process of managing shift replacements. Rob Otmans leverages API integrations and Robotic Process Automation (RPA) to streamline the identification and notification of available staff for open shifts. The digital assistant continuously monitors open shifts within a 72-hour window and sends notifications to available employees through the scheduling app. The notifications are phased, starting with the direct team, then the flex-team, and finally extending company-wide if necessary. This phased approach ensures that the most suitable and immediate replacements are contacted first, reducing the time required to fill shifts and minimizing disruption to patient care.
Implementation
Integration with Existing systems: The digital assistant was integrated with Vitalis’s existing scheduling application to enable real-time monitoring and communication
Phased Notification System: A phased notification system was developed to prioritize the order in which available staff are contacted, ensuring an efficient and systematic approach to shift replacement.
Testing and Iteration: The solution underwent extensive testing to ensure it met the operational needs of Vitalis. Feedback from users was incorporated to refine and optimise the system.
Training and Support: Training sessions were conducted for the staff to familiarise them with the new system and ensure smooth adoption.
Key features
Automated Shift Replacement
Rob Otmans automates the identification and notification of available staff for open shifts, significantly reducing the manual effort involved.
Phased
Notifications
Notifications are sent in phases, first to the direct team, then to the flex team, and finally companywide if necessary. This ensures the quickest possible response.
Real-Time
Monitoring
The system continuously monitors for open shifts within the next 72 hours, allowing for proactive management of potential disruptions.
User-Friendly Interface
The scheduling app interface is intuitive and easy to use, making it simple for staff to respond to shift notifications.
Impact
The implementation of Rob Otmans has had a transformative impact on Vitalis Nederland. The time required to resolve scheduling disruptions has been drastically reduced from approximately 1.5 hours to just 5 minutes. Over the last 8 months, Rob Otmans has successfully filled over 3,700 shifts, alleviating the stress and workload for employees, managers, and the planning department. This significant improvement has allowed staff to focus more on their core responsibilities of providing quality care to residents, rather than being bogged down by administrative tasks. The automation of shift replacements aligns with Vitalis’s mission to enhance elderly care and improve employee satisfaction by enabling them to concentrate on activities that bring joy and fulfillment.
