Siloam Hospitals Group lands two wins in Indonesia Technology Excellence Award 2024

These innovations have enhanced patient trust towards Indonesian healthcare, significantly improving patient management workflows and outpatient experience.

Leading healthcare facility Siloam Hospitals Group earned two recognitions at the Indonesia Technology Excellence Awards 2024 for its stellar innovations: the Siloam Online Feedback Aggregator System (SOFAS) that improves patient management and the Outpatient Digital Express Lane, streamlining patient registration.

“It is such an honour for us to receive the award today and we would like to thank Asian Technology Excellence Awards. This award really goes to our patients who are not only believing in us and entrusting us with providing their healthcare, but also because they're really helping us provide a positive impact for a better Siloam,” said Antony Hartono, Operations Services and Supply Chain Management Director, during the presentation of winners of the awards programme. “We would like to dedicate the award to our Siloam heroes, which are our doctors, our nurses, and our frontliners. Thank you very much.”

The development of SOFAS was initiated in response to declining public trust in domestic healthcare services. President Jokowi previously remarked that more than a million citizens are seeking treatment abroad, a problem that has been compounded by the lack of digital innovations that slow down operational workflows, as well as the issue of hospital management listening to patient feedback.

Siloam Hospitals has aimed to improve patient voice management flow to enable faster and simpler data collection, more accurate records, and faster resolution. At the same time, it has sought to increase patient trust and loyalty towards Indonesian healthcare with the solution.

Through SOFAS, patients receive a unique WhatsApp message per patient, a maximum of 24 hours after receiving service at the hospital. The message indicates the patient's name, date of visit, the specific unit that the patient visited in the hospital, and a URL where the patient can fill in the feedback—a Net Promoter Score (NPS) survey score ranging from 0 to 10, indicating their willingness to recommend the service to others.  

Every hospital unit has a dedicated person to oversee the inputs and raise tickets for every detractor as well as any other score with relevant comments. Tickets are then assigned to the related department, where the head of department must investigate the issue and provide feasible and measurable resolutions within 24 hours, and only within two hours for urgent matters.

The implementation of SOFAS has brought Siloam Hospitals major improvements. Patients receive a unique link, allowing for no intervention from internal or external parties on the NPS. It ensures a streamlined, real-time escalation process.

Moreover, the ticketing process is equipped with closing time records, category, subcategory,  and department data, strengthening analysis for patient experience improvement. Patients are ensured that their feedback is not only being heard but also being taken care of, as the head office can oversee the complaint resolution process.

In 2023, Siloam Hospitals received 9,400 tickets and 96% of them were completely resolved, with 84% resolved below 24 hours (against the target of 80%). Every resolution record included elaborated documentation: root cause analysis and a patient-centred recovery. The group also received approximately 4,000 compliments per month, and these were translated into appreciation to staff.

SOFAS has earned Siloam Hospitals the win in the Indonesia Technology Excellence Award in the Automation - Healthcare category.

Meanwhile, the Outpatient Digital Express Lane, which brought the company the Indonesia Technology Excellence Award in the Digital - Healthcare category, has become a response to patient feedback regarding long queues and waiting times in outpatient visits, which have often involved frustrating inefficiencies.

The system not only reduces wait times and administrative burdens, and improves patient satisfaction, but also marks a significant step towards a comprehensive digital transformation in outpatient care. It leverages digital technologies to streamline the registration, payment, and pharmacy home delivery process, alleviating queues and providing clear guidance to patients throughout their healthcare journey.

Through pre-registration, patients can conveniently provide personal and insurance details online, shifting 80% of the manual process to secure digital platforms. On the day of their appointment, patients can use self-check-in via digital platforms to bypass registration queues, followed by step-by-step guidance throughout their visit via Virtual Queue to ensure a smooth visit.

After their consultation, patients can streamline their experience further with self-checkout, which eliminates payment queues and enables pharmacy home delivery, addressing one of the longest wait times in outpatient care.

The Outpatient Digital Express Lane Self Check-in system has been successfully implemented across all 39 Siloam hospital units in Indonesia, with a 51% adoption rate as of April 2024, exceeding the initial target of 20%. This initiative has significantly enhanced patient satisfaction, as demonstrated by the reduction in complaints regarding registration wait times throughout 2023.

With over 744,781 users since its launch in January 2023, Self Check-in has also significantly improved efficiency, with each use contributing to reducing an average of 5.1 minutes processing time in registration, thus saving 63,306 hours in total for outpatient registration, or approximately three hours per day per hospital unit.

Moving forward, Siloam Hospitals plans to further streamline outpatient processes by fully implementing the self-checkout capability, elevating the overall healthcare experience for patients.

The Asian Technology Excellence Awards, now in its fourth year, celebrates top technological innovators and solutions that are redefining industries and leading the charge in digital transformation.

The Asian Technology Excellence Awards is presented by Asian Business Review. To view the full list of winners, click here. If you want to join the 2025 awards programme and be acclaimed for your company's outstanding retail initiatives, please contact Jane Patiag at [email protected].