Read how a self service system can contribute to the improvement of customer service standards while reducing expenses and improving organization image.

BACKGROUND
With more than 1,600,000 insured customers, 3,500 doctors, and 150 facilities all over the country, Maccabi Healthcare Services is considered the second largest health care provider in Israel.

THE CHALLENGE
Maccabi's goal is to provide its clients with the best clinical care and patient service. An integral service element is the ability to provide the most accurate information in a timely and accessible manner.
Maccabi's specific goal was to provide all of Maccabi's advanced health care information services on patients' home computers.
The vision, which was formulated in early 2000, included allowing patients to view lab test results, electronically display  pharmacy prescriptions, make doctor appointments, and many more activities, without needing to leave the office or house, or go to a Maccabi facility.
Maccabi saw this service upgrade as an opportunity to save patient waiting time, reduce the clinic's administrative staff burden, and reduce manpower expenses─in addition to upgrading its image as a leading-edge healthcare provider. The Maccabi Online system was established in concert with eWave, Maccabi's chosen vision and implementation partner.

THE SOLUTION
eWave developed Maccabi's state-of-the-art self-service system that, through the Web, touched the hearts of Maccabi's health care clients.
Through the system, healthcare information is transmitted securely using password protection, encoding, and tools that authenticate the security of the patient's private information.
The system is .NET based and is built on a service-oriented architecture (SOA). It guarantees that the information is sent from a reliable source, and prevents situations of duplicate information between other systems.
The website's features include:
Health services, such as:

• Lab results
• Ultrasound and x- ray results
• Medications list

Administrative services, such as:

• Viewing doctor visit documentation
• Ordering travel insurance
• Scheduling appointments
• Updating personal details

Tools for maintaining good lifestyle:

• Information on disease prevention, such as causes of heart disease
• Body Mass Index (BMI) assessments for ideal height/weight ranges

THE RESULTS
With over 1.5 million clients, most of whom routinely use their website account, the Maccabi Online website is considered one of the most active websites in Israel.
The website allowed Maccabi to reduce service manpower. All of Maccabi's facilities have service kiosks that allow patient access using a magnetic membership card for viewing test results.
In the near future, as part of Maccabi's extended services , a new system will be launched to provide insured members an advanced service guide and provide important information, such as Maccabi clinic doctors and private physician listings.
This system, which will replace the existing system, will expand search capabilities to both free text and advanced searches and will provide quick, focused results - of the highest standard.