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The benefits brought by digital communication channels to the quality of OralMED services
In 2018, the Information Systems department of the OralMED Health Group began using the Microsoft Teams platform. The goal was to facilitate coordination among its employees, as they were geographically dispersed to support the already more than 30 OralMED Dental Medicine clinics that existed at the time.
Three years later, amidst the COVID-19 pandemic, Microsoft Teams is now used by teams from more than 60 of the OralMED Health Group's own clinics and by all support area teams.
We spoke with Eduardo Farias, Director of Information Systems, to understand why this platform has been adopted by all areas of the largest Portuguese Dental Medicine group. And to comprehend how Microsoft Teams has helped optimize the quality of OralMED services.
How has the use of Microsoft Teams evolved since its implementation in the OralMED Health Group?
- After proving the benefits of Microsoft Teams, we began to raise awareness among teams in other areas of the group about the importance of its use. Especially when there was a need to share files between various stakeholders or a need for remote communication.
With the pandemic and the need for remote work, the use of this platform grew exponentially in the organization. Today, it is used by employees in all areas and departments. From clinical teams to the administration of the OralMED Health Group. Just last week, there were more than 60 scheduled meetings, almost 6,000 messages exchanged, and 5,000 minutes of video conferencing, of which 1,100 involved screen sharing.
Why this platform? What advantages does it bring to the group?
- Microsoft Teams came to us organically, as it's a Microsoft product, whose services we had already partially integrated into our infrastructure. It's a quality solution, constantly updated with new features, and integrates with the other tools we use.
There was an initial effort from the entire Information Systems department team to implement this solution in all workstations. The advantages are multiple, from the speed of contact between various collaborators, team meetings with remote working elements, or even with external entities. It brings enormous ease in communication, integration, and, with that, increased team productivity. Associated with this product also comes the security of this solution, guaranteed by various certifications awarded.
Does this platform have an impact on the quality of OralMED services?
- Without a doubt. More frequent use not only brings increased productivity but also unlocks new scenarios in digital transformation.
That quick question we need to ask a colleague, which if done by email would take time to send and receive a response, is quickly answered through a simple message. Training can be conducted remotely, with screen sharing for multiple participants. Small problems that appear on our screen, which we can't describe over the phone, are resolved almost instantly with screen sharing.
This platform also allows us to strengthen human bonds, something we recognize as a fundamental dimension in the quality of services we provide. Often, the use of Microsoft Teams goes beyond professional use, for example through virtual happy hours or conferences between various employees, to reproduce the physical office environment. Something we encourage as it elevates satisfaction in day-to-day activities.
About the OralMED Health Group
Remember that the OralMED Health Group is the first Portuguese group specialized in Dental Medicine. With over 10 years of experience in the sector, it already has more than 60 of its own clinical units, three dedicated laboratories, and a contact center, the first specialized in the Health area in Portugal.
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