Case Study: Indonesian hospital safely triages COVID-19 patients and maintains remote patient communications with ipSCAPE

Healthcare Organisation - Customer Case Study

Healthcare Organisation, a hospital in Indonesia, faced COVID-19-era challenges around patient communications and safe triage: they needed to screen symptomatic patients before arrival, manage a surge in call volume, support virtual/remote operations, enable flexible licensing and call routing, and integrate contact-centre data with their patient management system. They selected ipSCAPE’s cloud contact-centre platform to provide the required hotline and remote-capable functionality.

ipSCAPE implemented a patient hotline with scripted screening, handled high call volumes reliably, and integrated seamlessly with the hospital’s Oracle patient management system to keep records current. The solution limited staff exposure, reduced strain on face-to-face resources, enabled remote and multi-site operations, and used ipSCAPE’s routing features to direct callers to the most appropriate support.