Customer Satisfaction

Case study: creating new customer value through our initiative

The Ricoh Group aims to understand our customers, meet their requests, devise solutions, and ultimately delight those who use our products and services.

USP & QUIRON Hospital Group:
Improving patient care with an Electronic Health Record system


"It was a major project. Failure wasn't an option. Ricoh accompanied us at all times, driving the project forward and responding to our needs with impressive speed and commitment. Patients are the prime beneficiary. Armed with accurate and timely information, our medics are able to provide more effective treatment."
- Chief Information Officer, USP & QUIRON Hospital Group

"It was a professional relationship conducted in a common language."
- Medical Director, USP & QUIRON Hospital Group

With a network of 24 hospitals, 38 consultation centers and 10,000 medical professionals treating over four million patients annually, USP 6 QUIRON Hospital Group is one of the largest private operators of hospitals in Spain.
Previously, the group generated over 20 million paper-based medical records every year. This legacy system, however, compromised patient care and required significant administrative resource to maintain. Patient records were fragmented, there was little standardization of forms, and it took time to retrieve critical information and share it with relevant departments.
Referencing its document management expertise and knowledge of the healthcare sector, Ricoh Espana S.L.U. migrated the group to an Electronic Health Record (EHR) system with automated workflows and electronic forms.
The EHR system provides end-to-end management of patient records. Now, medical records are scanned at the point of admission and uploaded to the EHR when a patient attends a group hospital for the first time. New information, such as pathology notes generated while the patient is in the hospital’s care, is appended using electronic forms (eForms).
This has transformed administration at USP Hospitales. Key workers can now access complete electronic records on demand. Information is shared instantly, enabling clinicians to make better informed decisions in less time. Billing cycles are shorter as well, with administrative staff able to quickly access insurance records.
To safeguard patient confidentiality, the electronic records are encrypted. Floor space that had been used to store paper-based records has been liberated and the hospital group is enjoying a 20% reduction in document related costs.
The EHR system has dramatically improved productivity and is allowing clinicians to focus more time on patient care.


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