Before and after level 1 action implementation
| Perspective1 | Aim2 | Before3 | Action4 | After5 |
|---|---|---|---|---|
| Human | To improve empathy treatment with parents | The medical staff explained the exercises once and a follow-up session was held every three months | Provide better explanations of the exercises to be done at home | The explanation of the exercises is now done in several ways: the medical staff conducts online sessions to explain/supervise the exercises through the web portal; videos are posted on the Neuro channel to explain the steps to perform the exercises; constant activity is maintained on social networks posting content; and a discussion forum is used to solve doubts. In addition, face-to-face follow-up sessions continue every three months |
| It was suggested to the client what material would be necessary to acquire in order to carry out the therapy | Improve access to materials required for the exercises | Neuro has begun to offer the rental and sale of the necessary material to carry out the therapy | ||
| No home assistance was offered | Improve assistance with exercises at home | The home assistance service has been implemented, either with external services or Neuro's medical staff | ||
| To increase customer trust | Report delivery dates were not established. Neuro contacted the client until the report is prepared | Define a mechanism with which to establish the report delivery date | With the new software, each report is now tracked, and the client has access to the status of his registration. Also, it has been established that every report has to be delivered within two weeks | |
| Emails were answered approximately every 3 weeks and even, some clients claimed that they were not answered (got lost) | Assign a specific time to answer emails | Every email is answered within 48 h using the new software | ||
| Business | To improve the organisation | Although Neuro's aim was not formally written, employees assumed it was, to provide personalised care for children and adults with neuropsychological conditions | Rethink the aims and views | The objectives and mission of the organisation were redefined |
| There was no organisational chart, roles or defined functions | Define the organisational chart, roles, and functions associated with roles | Now, Neuro has an organisation chart, has defined, and documented the different roles and functions of the staff | ||
| To improve the follow-up | There was no established follow-up process | Improve the follow-up process from the initial contact | Now, every interaction between the client and Neuro is registered in the management system, allowing each case to be followed up | |
| Technology | To improve the technological area | Although it had online presence, it was completely out of date and provided very basic information | Improve software (website, apps, etc.) using agile methodologies | At this time, they have a system to correctly manage their customers' information. Through this system, clients have organisation information, pieces of advice, and supervision. The new website is connected to the management system and is also kept up to date with useful information relevant to therapies |
| Perspective1 | Aim2 | Before3 | Action4 | After5 |
|---|---|---|---|---|
| Human | To improve empathy treatment with parents | The medical staff explained the exercises once and a follow-up session was held every three months | Provide better explanations of the exercises to be done at home | The explanation of the exercises is now done in several ways: the medical staff conducts online sessions to explain/supervise the exercises through the web portal; videos are posted on the Neuro channel to explain the steps to perform the exercises; constant activity is maintained on social networks posting content; and a discussion forum is used to solve doubts. In addition, face-to-face follow-up sessions continue every three months |
| It was suggested to the client what material would be necessary to acquire in order to carry out the therapy | Improve access to materials required for the exercises | Neuro has begun to offer the rental and sale of the necessary material to carry out the therapy | ||
| No home assistance was offered | Improve assistance with exercises at home | The home assistance service has been implemented, either with external services or Neuro's medical staff | ||
| To increase customer trust | Report delivery dates were not established. Neuro contacted the client until the report is prepared | Define a mechanism with which to establish the report delivery date | With the new software, each report is now tracked, and the client has access to the status of his registration. Also, it has been established that every report has to be delivered within two weeks | |
| Emails were answered approximately every 3 weeks and even, some clients claimed that they were not answered (got lost) | Assign a specific time to answer emails | Every email is answered within 48 h using the new software | ||
| Business | To improve the organisation | Although Neuro's aim was not formally written, employees assumed it was, | Rethink the aims and views | The objectives and mission of the organisation were redefined |
| There was no organisational chart, roles or defined functions | Define the organisational chart, roles, and functions associated with roles | Now, Neuro has an organisation chart, has defined, and documented the different roles and functions of the staff | ||
| To improve the follow-up | There was no established follow-up process | Improve the follow-up process from the initial contact | Now, every interaction between the client and Neuro is registered in the management system, allowing each case to be followed up | |
| Technology | To improve the technological area | Although it had online presence, it was completely out of date and provided very basic information | Improve software (website, apps, etc.) using agile methodologies | At this time, they have a system to correctly manage their customers' information. Through this system, clients have organisation information, pieces of advice, and supervision. The new website is connected to the management system and is also kept up to date with useful information relevant to therapies |
Note(s): 1This column shows the SD perspective to which each improvement belongs; 2This column shows what is intended to be achieved by implementing the improvement; 3This column shows the situation of the company before the intervention; 4This column shows the actions to be implemented; 5This column shows the situation of the company after the intervention
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