Office management eSalut

Project key figures

IN2 in figures
Multiplied requests

Projects derived from consulting work

Fold increase in requests handled during the pandemic

The client's problem

The Department of Health of Catalonia needed a centralized support for health entities (hospitals, primary care, socio-health, mental health and other care services) to ensure the quality of the service provided by CatSalut applications, both from a functional and technical point of view. 

The client's objectives

The client's main objective was to transform the eSalut office into an efficiently managed service; so that it is able to meet the needs of healthcare entities at a high level of quality.

Main challenge

The main challenge was to provide an effective and rapid response to the situation caused by the COVID-19 pandemic.

Due to the effect of the coronavirus, healthcare platforms saw their use multiply 20-fold. In some cases, such as La Meva Salut (a portal that allows citizens to access their medical records and health procedures), new critical services appeared and implementation times were extremely short.

Solution

In order to meet the client's needs, in addition to the emergence of COVID-19, it has been essential to work along three main lines:

To enhance the transversal knowledge of CatSalut applications in the team.
To systematize the resolution of incidents, support requests and the implementation of new cases of using the applications.
Maintain a fully motivated team with the necessary attitude to provide the best quality service.

In addition, TOGAF-based Reference Architecture, Solution Design for Cloud Deployment with AWS and a DevSecOps Approach for the new platform have been used in this solution.

Achieved results

The office team has been able to cope with a 10-fold increase in requests during the pandemic while maintaining the excellence demanded by the healthcare sector.

The support provided to citizens in the resolution of problems with different health solutions has made it possible for their use to become widespread and for many of the administrative needs to be performed online without the need to travel to and wait at the health centers.

Health entities have had to integrate their systems with the Department of Health's solutions. The support provided by the eSalut office has made this integration possible; allowing the entities greater efficiency, their professionals a transversal access to the patient's clinical history and the automation of clinical orders between health centers. All of this benefits the citizen.