Medical and nursing students’ co-learning in digitalized health care eco-system

The demographic change in Finnish population has forced us to develop digital solutions to meet health care requirements. To respond to the need, we designed and piloted a one-day Multidisciplinary Digital Clinic (MDC) education for medical and nursing students. In this report, we describe our project of the one-day MDC education of digital solutions in primary care for medical and nursing students, and their learning experiences. Additionally, we describe the realization of the intended learning outcomes. The MDC education was conducted by flipped learning method with pre-studying materials. The MDC day was divided into three topical workshops: Remote Care, Digital Symptoms and Health care assessment, and Assessment of Need for care. Students formed three multidisciplinary teams. The students (N=108) valued the opportunity to train with modern technological equipment. Learning in the multidisciplinary teams enabled their knowledge and expertise sharing beyond study field limits, and provided a unique opportunity to discuss together, and thus, helped generate future-proof cooperation skills. The MDC training improved students' understanding of digitally enhanced health care services and increased their understanding of the automated digitalized service pathways, and the continuity of care. In conclusion, the students described MDC as a unique opportunity, and future oriented education. The MDC encouraged students to get involved in the digitally and technologically enhanced health care eco-system in their professional careers

Asiakkuushoitomallien luominen, Case: Stara Rakennustekniikka

Opinnäytetyö on tehty Helsingin kaupungin rakentamispalvelu Staran Rakennustekniikan yksikölle. Toimeksiantaja on havainnut ongelmia asiakashallinnassaan ja halusi parantaa yksikön kannattavuutta tehostamalla asiakashallintaansa. Opinnäytetyön päätavoite on luoda Rakennustekniikalle käytännölliset tavat hoitaa asiakkuuksia eli niin sanotut hoitomallit, joiden pohjalta se voi tehostaa asiakastyötään. Stara rakentamispalvelu on Helsingin kaupungin virasto. Stara muodostuu seitsemästä yksiköstä, jotka hoitavat Helsingin katuja, viheralueita sekä rakennuksia. Rakennustekniikan yksikkö vastaa kaupungin omistamien rakennusten, kuten päiväkotien ja sairaaloiden, korjaamisesta. Asiakashallintaa yksikössä tehdään jatkuvasti. Suurin haaste asiakashallinnassa on löytää työnjohdolle aika ja tapa ylläpitää asiakkuuksia järjestelmällisesti. Työhön on kerätty erilaisista tietolähteistä asiakashallintaa koskevaa teoriaa. Teoriaosuus muodostuu kolmesta pääkohdasta: asiakashallinnan tärkeys yritykselle, asiakkaiden ryhmittelytavat sekä avainasiakkaiden hoito. Avainasiakkaiden hoitoa käsitellään tarkemmin kuin muita ryhmiä, sillä toimeksiantajan toiveena on tehostaa eniten tämän asiakasryhmän hoitoa. Työn toiminnallinen osa alkaa taustatietokyselyllä. Kyselyn tarkoituksena oli selvittää, kuinka hyvin toimeksiantajan työntekijät tuntevat asiakkaansa. Tutkimuksessa selvisi, että osa asiakkaista tunnetaan erittäin hyvin ja osa pintapuolisesti. Lisäksi taustatietoa hankittiin keskustelemalla toimeksiantajan kanssa. Taustatietokyselystä saatujen tietojen ja toimeksiantajan tekemän katetuottolaskelman avulla asiakkaat ryhmiteltiin eri asiakasryhmiin. Kullekin asiakasryhmälle luotiin teorian pohjalta oma hoitomallitaulukko, joka muodostuu erilaisista tavoitteista ja tavoista. Hoitomalleihin on kirjattu selkeitä ohjeita, kuinka jokaista asiakasryhmää tulisi johtaa. Opinnäytetyötä on jo kehitetty toimeksiantajalla eteenpäin lisäämällä asiakasryhmittelyyn uusia painoarvoja.This thesis project was commissioned by the Stara Construction Engineering unit of the city of Helsinki. The client company had noticed problems in their customer relationship management and the purpose of this project was to get the unit to improve it and to make the unit more profitable. The case company is introduced at the start of the thesis report. First, an overview of the organisation is given and after that the functions and different sections of the Construction Engineering unit are described more closely. After this the customer relationship management and its biggest challenges are examined. An important objective of the thesis project is to recommend a practical method for the organisation to manage its customers. These are presented in the form of management models through which the unit can improve its customer work. Using the theory, customers were divided into different groups and for each group a modified model was developed. Theory on customer management was reviewed from different sources. The theoretical section of the report discusses: the importance of customer relationship management to the corporation, different methods of segmenting customers and key customer management. The management of the key customers is an especially important area for the client company. The empirical section of the thesis report begins with a background survey. The purpose of the survey was to determine how well the customers are known by the employees of the client company. The results of the survey revealed that some of the customers are known very well and some less so. The data based on the background questionnaire and profit margin calculations made by the client company were the basis for assigning the customers to different customer groups. With the help of the theory each customer group was modified according to their own management model that assists the principal in developing their customer management. At the end of the thesis proposals are given for further action at that could be taken at the Construction Engineering unit