King Fahd Medical City Riyadh uses Orion Health Rhapsody Integration Engine to help ensure patients get instant access to the most relevant information they need.

The Customer

King Fahd Medical City (KFMC) is a 1400-bed healthcare complex in Riyadh, the capital of the Kingdom of Saudi Arabia. KFMC is one of the largest healthcare facilities in the Kingdom, providing a comprehensive range of inpatient and outpatient care, including a specialist Women’s Hospital, a Children’s Hospital, the 132-bed Prince Sultan Hematology & Oncology Center, and the 42-bed Prince Salman Heart Center. KFMC now treats more than 50,000 inpatients and more than 600,000 outpatients annually.

The Challenge

KFMC is recognised as a technical innovator in the Middle East and the ability for its information systems to communicate seamlessly has been identified as a key priority for the KFMC executive. KFMC’s call centre receives hundreds of calls every day from patients and their families. Most of these calls are requests for a range of specific information such as appointment times, inpatient enquiries, discharge summary enquiries, or updates to patient contact information. Historically, 69% of call centre agents’ time has been spent responding to these routine patient enquiries. KFMC needed to improve their responsiveness to patients and their families, and reduce burden of on call centre staff cause for common routine enquiries. 

Read the rest of our Case Study by clicking the download button below.