The best software for quality and risk management.The cooperation between Infoland and Quasir is special. This is because Quasir not only happily uses Zenya themselves for their own complaint management, they also partner with Infoland and recommend Zenya to their customers. In this customer story, Ernst-Jan Meijer, Office Manager, and Siberta Hassing, Business Unit Manager, talk about this valuable cooperation and why Zenya makes the lives of complaints officers a lot easier.
Quasir is an expertise centre specialising in complaints, calamities, disputes and client confidentiality work in the Care and Welfare sector. They offer independent and objective mediation when clients and care organisations are diametrically opposed. Quasir has one overarching goal: to improve the quality of care, with ‘independence’ being Quasir’s most important core value.
Siberta says: “Our employees are officers who handle matters around complaints and emergencies. They are all directly employed by us. In doing so, they have the required training and the Complaints Officers and Client Confidential Advisor Wzd and are registered with Registerplein.”
Complaint mediation has been the basis of Quasir’s services for over 35 years. They train the officers, also to join Quasir afterwards, for example. Quasir works with clients in two ways: they work with clients where a complaints officer is available for complaints for a fixed number of hours, and in addition, for smaller healthcare providers, there is the option of taking out a subscription for a complaints officer on call.
The software saves us and our customers a lot of time. Thanks to automation, employees have easier administration and our customers are better informed.”
Precisely because complaints management is such a big part of business operations, a good system was necessary. Fortunately, Siberta and Ernst-Jan did not have to look far for a solution. “We have been actively working with Zenya FLOW for about two and a half years now, but before that we also had Zenya licences – they just weren’t being used optimally,” Ernst-Jan explains. “We were getting more and more requests from customers for annual statements. We wanted to digitalise that further, and that required optimising the system.”
So Siberta and Ernst-Jan brainstormed with Infoland. Together with a consultant, Zenya FLOW was reviewed and redesigned. “The demand for good reporting is increasing. Healthcare organisations are becoming increasingly professional and want to include data on complaints in their annual reports. Some of our clients used to use Excel lists for complaint management. We wanted to use Zenya for this as well,” Siberta says.
After Ernst-Jan analysed the old set-up of Zenya within Quasir, an outline of the functionalities they needed was drawn up in consultation with the officers. “Our colleagues enjoyed actively thinking about the new set-up of the software. Together with our consultant, we manage to integrate a helpful solution,” says Ernst-Jan.
When a complaints officer wanted to pass on his account to a colleague for some reason, certain information was lost with the old way of working. Thanks to Zenya, all Quasir colleagues can now easily pick up where the previous Zenya user left off. Ernst-Jan: “When we discovered all that Zenya can do, we regretted not having explored it earlier. The software is interactive and the interface very user-friendly.”
Another big advantage of Zenya? “Thanks to the insightful dashboards, we have instant data for reports for inspections, for example.” And when a Quasir employee still needs to access certain data in the evening for an assignment, they can. Thanks to Zenya, anyone can access the data they need, whenever or wherever they need it.
Siberta outlines this with a great example: “A complaints officer had three clients and worked full-time for us. He was struggling to keep everything organised in his mailbox. Ernst-Jan then developed a form in Zenya for the officer to attach a complaint to. Our colleague now gets a notification every fortnight when a complaint is still open. This allows him to manage his diary a lot more efficiently. This gives peace of mind and overview.”
Ernst-Jan and Siberta are happy to have revived the use of Zenya internally and with their customers. Ernst-Jan: “The software saves us and our clients a lot of time, because thanks to automation everything runs much more smoothly and with fewer man hours. Complaints officers have easier administration, while our clients are better informed.”
Quasir is not only delighted with the complaint management solution, but also with the partnership and cooperation with Infoland. “All the consultants I have spoken to explain Zenya clearly. A world opens up to you after a session with a consultant, you immediately know where to go in the system,” Ernst-Jan says.
According to him, a day of consultancy more than pays for itself. “Many adjustments are made within a day. So it pays your organisation a lot to have a consultant brainstorm with you.” Siberta adds: “You get clear feedback and they proactively look and brainstorm with you. If you want to change something in the set-up of the software, the consultants ask why you want something and give suggestions on how to do it differently. Infoland thinks solution-focused.”
Now that Quasir has set up Zenya as efficiently as possible, they don’t need to call on consultancy very often. But what if they do get stuck for a while? “With urgent questions, I can turn to Infoland’s helpdesk. I am then helped quickly – within one or two working days we get clear, precise advice,” Ernst-Jan concludes.
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