Healthcare is digitizing at a rapid pace. Portals, e-consultations, and chat functions offer great opportunities to make healthcare future-proof. But with these opportunities come questions. Where can clients turn if things aren't going well digitally? Who supports them if logging in fails or if the operation of a portal is unclear?

At Parnassia Groep, they clearly recognized this challenge during the introduction of the new digital client portal mQ-Cliënt, based on the guiding principles of being safe, user-friendly, and inclusive. From the outset, the focus was on supporting clients who struggle with digital tools. “For the first time, we were dealing with the client as a digital customer,” says Wendeline Sjouwerman, project manager for mQ-Cliënt. “And then you have to arrange things right not only for the digitally skilled client, but especially for people with fewer digital skills.” For Parnassia Groep, this was the reason to enter into a collaboration with Stichting Helpdesk Digitale Zorg (HDZ).

A new reality calls for new support

In mental healthcare, personal guidance is essential. Yet, digital care is also on the rise here and offers extensive possibilities. At Parnassia Groep, treatment was already partly conducted online, but many contacts still took place in person. With the introduction of mQ-Cliënt, this gradually changed, particularly in the nature of contact with clients. “Our clients are people with psychological and psychosomatic complaints. In that case, you cannot automatically assume that everyone is digitally literate,” says Wendeline.

Precisely to ensure this target group was not left out in the cold, Parnassia Groep went looking for a solution. Wendeline: “We wanted a helpdesk that truly helps the client, not one of those commercial call centers where you have to hang up within 40 seconds. What appealed to me about Helpdesk Digitale Zorg is the intrinsic motivation: these people really want to contribute to inclusion. Every phone call is an opportunity to help someone on their digital journey.”

Logging in as a barrier, support as a solution

Parnassia Groep deliberately opted for DigiD-only login to the new client portal. A choice that benefits security and privacy, but at the same time creates a barrier. “We see in the quarterly reports that we receive many questions specifically regarding that login. By providing accessible support, we lower that barrier and ensure that clients can still use the portal safely.” And with success: every month there is a growth of around 2,000 new users of mQ-Cliënt, which shows that tailored support works.

Unburdening healthcare professionals

Digital support also provides relief within the organization. Parnassia Groep already had an ICT service desk for colleagues, and Information Service answers questions regarding the content of care, but there was nothing in place for clients“ digital issues. This need was met by HDZ. Together with Parnassia Groep, a clear working method was established in which questions are clearly separated: HDZ handles digital questions, while Information Service remains the point of contact for care-related issues. By properly setting up the first-, second-, and third-line handling in advance, a smoothly running process was created. Wendeline: ”Care providers already have enough on their plate. Helpdesk Digitale Zorg takes this part off their hands, and in doing so, we create space for care professionals to focus on what really matters: providing good care.”

Especially in times of staff shortages and high workloads, that is no unnecessary luxury. “Ultimately, we have to do more with fewer people. If clients can be helped digitally, for example with blended care, that makes our care more effective.”

From threshold to continuity

What if Parnassia Groep had not arranged support for the introduction of mQ-Cliënt? “Then we would have reached far fewer clients. By setting up support properly, we were able to guarantee the continuity of our digital services. And that is essential, because the portal we used previously was discontinued. Together, we ensured that no one was left behind.”

Clear agreements, smooth process

Wendeline emphasizes that good preparation is essential. “Ensure you agree on a clear process in advance regarding who answers which question. Let service employees observe and give them a demo so they know what the client sees. And perhaps most importantly: inform your internal stakeholders on time. Show that support via the Digital Care Helpdesk is not a threat, but rather a resource.”

“What I really appreciated is that a complete onboarding package was already ready, with everything included,” said Wendeline. “Because of that, we were able to be up and running within a month. I think that is quite unique for such a large organization.”

A partner who thinks along

Parnassia Groep views the collaboration with HDZ as particularly positive. Wendeline: “There is a kind of unconditional nature to the help HDZ provides. It is not a case of ‘quid pro quo’. They really think along with you – even when finding participants for a survey. The quality of service aligns perfectly with what we need.”

Want to know more about the possibilities of the Digital Healthcare Helpdesk?

Visit the website or contact Alexander de Jong, Manager Relations & Business Development.