ESFERA NATIVA

Cermen Clinic, a Nuclear Medicine clinic, presented one of our greatest challenges when it sought to improve its customer service.

 

We began with the fact that it deals with radioactivity, conducting exams to detect diseases, generally serious ones.

 

Their customer service was competent and caring but within a traditional framework.

 

Our methodology proved to be both necessary and appropriate when we had to deal with patients and their companions who were either living with or facing the prospect of living with a serious illness.

 

Additionally, we were working in a complex and demanding medical environment, impacting both medical staff and administration.

 

We also had to operate within strict regulations, not only medical, but also related to the handling of radioactive substances.

 

On the other hand, we had the full support, involvement, and commitment of everyone responsible for the clinic, which allowed us to achieve excellent results with high quality.

 

We decided to create an experience that would welcome everyone into a peaceful environment, fostering a more positive outlook on their reality.

 

By doing so, we allowed the trust and relaxation of everyone involved to positively influence all processes from the very first contact with the clinic.

 

We began by removing any medical references from the initial reception area. We transformed the reception into a large living room and introduced an art gallery within it.

 

The careful curation allowed the public to engage with exhibitions that aligned with the clinic's service ethos.

 

Here, the involvement and dedication of the clinic's managers and staff, from structuring the new model to its preparation and implementation, ensured not only the quality of the proposal but also the excellence of the service and the ongoing maintenance of this new model with excellence.

 

We achieved unanimous high satisfaction from all those involved in the process: owners, patients, companions, suppliers, doctors, technicians, administrative staff, customer service, regulatory bodies, and the community.

 

The environment was positively impacted by strengthening the already strict adherence to medical and radioactive safety standards.

 

And society benefited from the creation of an Art Gallery in the city.