A collaboration between Hove Medical and Helserespons companies caused chaos at the Norwegian medical office. On Tuesday, Hove Medical announced that they would only cancel the infrastructure for two days, sending a text message from a doctor to the patient.
Ba Hove reconsiders
On Tuesday evening, Trond Nordby, general manager of Helserespons, sent an e-mail to the management of Hove Medical, where he asked them to review the reported stoppage.
"We have asked them to reconsider the closure, because this is about the safety of the patient in many medical offices, and some patients may not be at an important hour because they will not get a reminder, says Nordby to Dagens Medisin.
"If they really intend to hit an innocent third party, that is, customers and patients, then it's totally irresponsible," says Nordby.
Does not take self-criticism
On Wednesday morning, Dagens Medisin contacted Hove Medical to hear how they looked at the survey. Then product manager Joar Bølstad confirms that they will not close the service Thursday.
– WTW has expressed the willingness to negotiate a new agreement after the termination of the previous agreement. We expose the closure to provide a possible dialogue process time. It is too early to say what this contact means. What we can say is that we see this as a desire for dialogue, says Bølstad.
– Do you have any connection with the many negative feedback from general practitioners?
"We understand that WTW created a difficult situation, it was not our wish We believe that we have acted as a responsible supplier and it is strange that WTW does not assume any responsibility.
– Is there something that you could do differently?
"We have received a proposal for a new agreement during the entire notice period and WTW has had ample time to come to an agreement," says Bølstad.
Hove Medical now writes on their websites that they will postpone shutdown until 3 September.
»WTW has chosen to waive all responsibility for breaking the integration, as stated in their message to you as a customer. On the other hand, we are now contacted by WTW with what we perceive as a desire for further dialogue. We can not promote the outcome of this dialogue, but we want to give the process time. For this reason, we keep the integration open for a period until 3 September at 00:01.
– Was it out of your head to announce the closure with a notice period of two days?
"In our view, the responsibility for alarm has always been present at WTW The agreement expired on August 1. We are on overtime without any response from our ex-partner The notification of the closure came with a notice period of three days, and carries the WTW account, which is why we see that this affects our customers uncomfortably and has therefore extended the maintenance of the integration until 3 September.
– Good news
"It was good news, it's great, good, and they've made a lot of pressure," says Trond Nordby in Helserespons, when Dagens Medisin says Hove Medical is in charge of the service.
– Are you willing to negotiate a new deal?
– Yes, we have been voted all the time. I expect that we will talk to SystemX as soon as I receive an answer to my question.
– Could you do something else to prevent this situation?
"We have tried to solve the problems that have arisen and I can not see that we can do anything else, now we go through the business and we make sure that something does not happen again," says Nordby.
Requested customers left for Pasientsky
When Hove Medical announced that they had to close the integration with Health Response, she simultaneously referred customers to Pasientsky, the company that Hove Medical bought in May.
– Has Pasientsky received many new customers?
"I have no overview, but I suppose there have been some customers for Pasientsky, and we believe that PasientSky is a good alternative when there is good cooperation between the parties", says Bølstad.
Nordby in Helserespons says they have tried to help customers overcome a solution that works independently of SystemX. The challenge is that the timetable & # 39; s then have to be re-entered manually, which would lead to a lot of work in the doctor's offices and the risk that patients would not meet the agreed hours.
GPs and patients are affected by an SMS violation
Back to Primary Health Service