GP out-of-hours service is relieved of the burden

GP out-of-hours service Maastricht & Heuvelland has been using Wachtkamerschermen® for some time. Initially, the narrowcasting system was managed by the employees of the GP out-of-hours service themselves. However, due to the busy nature of their work, content management was sometimes pushed aside, even though narrowcasting is regarded as an important communication channel. This led to the question of whether content management could also be outsourced to Wachtkamerschermen®. We are now pleased to take on this role. We spoke about this with Erica Posma, Managing Director of the GP out-of-hours service.

Self-management and information take centre stage

The partnership started with an introductory meeting in which the wishes and requirements were discussed. Since then, we have taken care of the full content management. In doing so, we not only ensure that the broadcast remains up to date, but also proactively contribute ideas about the content. Together, we developed a new broadcast focusing on ‘self-management’ and information about the GP out-of-hours service.

Erica Posma explains: “We see narrowcasting as a valuable addition to help us reach our target audience. Our website is, of course, an important channel, but narrowcasting allows you to provide additional information at the moment people are already present at the GP out-of-hours service. For example, we explain how things work here and what someone can do themselves before contacting the GP out-of-hours service.”

Creating understanding

In addition to providing information, narrowcasting also helps create understanding around waiting times. Erica explains: “By explaining why someone has to wait and when someone will be helped, we try to create more understanding and reduce the number of questions at the reception desk.” On the advice of Wachtkamerschermen®, the duration of the broadcast has been aligned with the average waiting time. This prevents those waiting from seeing the same information repeatedly, which could otherwise cause restlessness or irritation.

To make the waiting time more pleasant, relaxing content is also shown, such as Limburg regional news, sports news and the weather forecast. This has been done deliberately to keep the narrowcasting broadcast engaging and to give those waiting something else to focus on.

Keeping tourists and expats well informed

Because Maastricht and the surrounding area attract many tourists and expats, all information on the screen is also shown in English. Erica says: “For these groups in particular, it is important to explain how Dutch healthcare works. The combination of the website and narrowcasting is very suitable for this.”

Finally, we asked Erica whether she wanted to add anything about our partnership: “We really appreciate the fact that Wachtkamerschermen® responds quickly when, for example, we want to display an information campaign from InEen on the screen. We also value the proactive suggestions from Wachtkamerschermen® to keep the screen up to date. This really relieves us of the burden!”