About RS Wava Husada
Founded in 2006, RS Wava Husada initially operated as a type-C hospital. It has since grown into a type-B hospital serving a broad community, especially in the Malang Regency and South Malang areas.
With the number of patients increasing every year, communication has become a key priority. Many patients travel from out of town, making it crucial for RS Wava Husada to deliver information that is fast, accurate, and accessible anytime.
Business challenges
Before adopting the official WhatsApp solution from Mekari Qontak, the RS Wava Husada call center team faced several major challenges:
- Information often failed to reach patients: SMS reminders for doctor schedules or schedule changes were often unread, resulting in patients arriving even when their doctor was unavailable.
- Inefficient manual management: All incoming WhatsApp messages were handled manually without a centralized dashboard.
- Time-consuming new patient registration: Patient identity information had to be sent via WhatsApp and then manually re-entered into the hospital information system (HIS).
- Unmanageable chat volume: With only three call center staff working 24/7, managing 3,000–4,000 chats per month manually became increasingly difficult.
“Many patients travel 3–4 hours just to find out their doctor is unavailable. Without timely information, patients are disappointed, and operations become inefficient.”
– Febriana, Head of Registration and Information Unit, RS Wava Husada
Mekari Qontak as a solution
In March 2024, RS Wava Husada began using Mekari Qontak omnichannel WhatsApp to modernize its patient communication system.
Solutions implemented including:
- WhatsApp Broadcast (WA Blast) to send doctor schedule updates, practice cancellations, patient reminders, service promotions, and schedule changes.
- Chatbot to provide automated menus for doctor schedules, registration for new and existing patients, featured services, monthly promotions, and general information.
- Dashboard report to monitor chat volume, response time, and generate automated monthly reports for management.
“Mekari Qontak makes reporting much easier. There’s no need for manual recap, everything is available in the dashboard. Patients also get instant answers through the chatbot.”
– Febriana, RS Wava Husada
Results
Mekari Qontak brings a major leap forward for RS Wava Husada in serving thousands of patients
The implementation of Mekari Qontak has had a significant impact on both operational efficiency and patient experience at RS Wava Husada, including:
1. Operational efficiency
- Chat volume doubled from 3,000–4,000 chats/month to 6,000–8,000 chats/month.
- The number of staff remained the same (3 people) while handling a much higher chat volume.
- Response rate improved by 60–70% compared to before.
2. Improved patient experience
- Patients from remote areas now receive real-time information via WhatsApp, avoiding unnecessary travel.
- Patient visit reminders are more effective through WhatsApp than SMS.
3. More accurate data and reporting
- All chats are automatically recorded in the dashboard.
- Monthly reports can be generated instantly without manual recap.
RS Wava Husada on Mekari Qontak
With the support of official WhatsApp and automation from Mekari Qontak, RS Wava Husada successfully transformed how it interacts with patients. Communication capacity doubled without adding new staff, response times became significantly faster, and patient satisfaction increased. This transformation not only enhanced call center efficiency but also reinforced RS Wava Husada’s commitment to providing modern, structured, and accessible healthcare services for thousands of patients each month.
“Now, with Mekari Qontak, we can serve more patients faster without adding more staff. For us, this is a big step toward more modern healthcare services.”
– Febriana, RS Wava Husada
