Johannesburg, 15 Jul 2004
Switch, a subsidiary of Digital Healthcare Solutions, is the leading provider of electronic healthcare claims switching services in SA. The services offered include real-time and batch mode submission of medical claims and related transactions for all types of medical service providers.
Customers ranging from retail pharmacies through medical specialists, general practitioners and hospitals use this service to deliver some 4.5 million claims per month to all medical schemes in SA. The solutions offered by Switch are equally of benefit to service providers and scheme administrators, all of whom have an interest in improving their cash flow, reducing administrative workload, streamlining business processes and decreasing the turnaround times for information processing.
A research project recently undertaken by Business Survey Consultants as part of an on-going assessment of customer attitudes towards Switch, found that almost two-thirds of all users are satisfied to the point that they can be classified as promoters of Switch.
This means they have a high level of satisfaction with Switch, are highly likely to provide enthusiastic referrals, would have a high likelihood of choosing Switch again if faced with the option of a vendor selection, will continue making use of Switch, and strongly believe it "sets the standard for excellence in the industry".
The quarterly research project is used to monitor user attitudes towards Switch, with a view to improving performance and service levels. Individual users are asked a range of questions and through their responses, they are segmented into three categories, namely promoters, passive `satisfieds` and detractors.
"I am delighted that we are moving in the right direction," says Peter Kennedy, Managing Director of Switch. "While we still have some margin for improvement, the overall trend towards promoters and the decline in detractors is certainly encouraging. The research has also clarified both geographic and operational areas in which we need to focus our efforts in order to grow our promoters base."
The overriding conclusion of the research places Switch firmly as the de facto market leading transaction switching solution, with over 11 000 switching customers switching up to 5 million transactions on a monthly basis.
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