Upgrading the Visitor Management Processes for Woonzorg Flevoland

When Woonzorg Flevoland, a dedicated elderly care service in the Netherlands, contacted Digital Reception with concerns about visitor guidance and staff disruptions, we identified a chance to develop a customized visitor management solution designed specifically for nursing homes. Our team collaborated closely with the client to establish a tailored digital reception system that integrates with their current Nedap ONS platform. The outcome was an all-encompassing solution that improved visitor navigation, minimized staff disruptions, and elevated the overall experience for residents, visitors, and staff. This case study emphasizes our client-centered strategy and the technical execution process that resulted in significant enhancements to their facility operations.

* Visitor management for nursing homes: Home welcome screen

 

Client Background and Challenge

The client operates specialized elder care facilities across the Flevoland province in the Netherlands. With multiple buildings, numerous resident rooms, and various common areas, navigation presented a significant challenge for visitors unfamiliar with the facility layout.

The organization faced several critical challenges in their visitor management process:

• No physical receptionist was present at key entry points
• Existing signage was either not visible or unclear to visitors
• Staff members were frequently interrupted by visitors seeking directions
• The facility needed a solution that could integrate with their existing Nedap ONS system, which contained critical resident and room information
• Different visitor types (family members, delivery personnel, meeting attendees) had distinct needs requiring separate workflows

As our Sales manager at Digital Reception explains: "When we first met with the client, it was clear that their staff was spending valuable time redirecting visitors instead of focusing on resident care. They needed a solution that would work seamlessly with their existing systems while being intuitive enough for visitors of all technical abilities."

 

Solution Approach

We initiated our approach with thorough needs assessment discussions with the facility and ICT management teams of our client. Instead of offering a generic solution, we paid close attention to grasping their unique needs and operational difficulties.

The discovery process revealed several key requirements:

1. Integration capability with Nedap ONS, their resident management system
2. Support for multiple visitor journeys (resident visits, finding common areas, meeting room location, package delivery)
3. Intuitive interface suitable for users of all ages and technical proficiencies
4. Multi-language support for diverse visitors
5. Corporate identity alignment
6. Minimal maintenance requirements for IT staff

Based on these findings, we proposed a custom kiosk-based solution with specialized software tailored to client's exact needs. Our development roadmap prioritized the integration with their existing systems to ensure minimal disruption during implementation.

* Visitor management for nursing homes: Offices screen

 

Technical Implementation Details

System Architecture

The Digital Reception solution for nursing homes consisted of strategically placed kiosks at key entry points, each running our customized software on a Linux platform. We recommended kiosk hardware due to its durability, visibility, and professional appearance within the care environment.

Core Interface Components

The home screen was designed with simplicity in mind, featuring four primary functions:

1. Visit Resident - Allowing visitors to search for and locate specific residents
2. Find Living Room - Providing directions to common living areas
3. Find Meeting Room or Office - Helping staff and external partners locate specific rooms
4. Deliver Package - Managing the package delivery process

Additionally, we included language selection (Dutch, English, French, and German) and an employee contact button for complex inquiries.

 

Nedap ONS Integration

The most technically complex aspect of the implementation was the seamless integration with Nedap ONS, their resident management system. Our technical team developed a secure API connection that:

• Synchronized resident data (names and room numbers) in real-time
• Created a search functionality allowing visitors to find residents by typing just the first few letters of their name
• Generated wayfinding instructions based on room locations stored in Nedap ONS
• Implemented proper data protection measures to ensure resident privacy
• Automated updates when resident information changes in the primary system

The integration eliminated the need for manual data entry and ensured information consistency across systems.

 

Wayfinding Algorithm

We developed a custom wayfinding algorithm that converted room numbers from Nedap ONS into clear, step-by-step directions. The system provides intuitive navigation cues from the kiosk location to the desired destination, accounting for building layout, elevator locations, and accessible routes. With this digital feature, our client assists visitors of facility residents to find their destination easily, without physical assistance.

 

Package Delivery Workflow

For delivery personnel, we implemented a specialized workflow that:

1. Identifies if a signature is required
2. For signature-required packages, initiate a direct phone connection to designated staff
3. For non-signature packages, provide directions to the appropriate drop-off location
4. Records delivery information for internal tracking

 

Technical Challenges and Solutions

 

Integration Complexity

Connecting with the Nedap ONS system required careful API development to ensure secure, reliable data transfer. Our technical team worked directly with Nedap ONS documentation to create a robust connection that would function consistently even during system updates.

Solution: We developed a flexible integration layer that could adapt to Nedap ONS's data structure changes without requiring complete reconfiguration.

 

User Interface for Diverse Visitors

Creating an interface suitable for visitors of all ages and technical abilities presented a unique challenge in the elder care environment.

Solution: We implemented a clean, high-contrast interface with large touch targets and intuitive navigation paths. Extensive usability testing with actual facility visitors helped refine the interface.

 

System Reliability Requirements

For a healthcare environment, system downtime was not acceptable.

Solution: We implemented local caching of critical data to ensure the system could continue functioning even during brief network interruptions. The system also includes automated monitoring with alerts to technical staff if any issues arise.

 

Hardware Selection and Placement

Identifying the optimal hardware and physical placement required careful consideration of visitor flow, lighting conditions, and facility aesthetics.

Solution: After site assessment, we recommended powder-coated kiosks branded with our client's visual identity, positioned at main entrances for maximum visibility and convenience.

* Visitor management system for nursing homes in client's premises

 

Deployment and Training

The implementation followed a carefully structured process:

1. Pre-installation setup: Configuration of software and integration parameters based on provided information (opening hours, corporate identity elements, phone numbers for notifications)
2. Hardware installation: Strategic placement of kiosks with proper power and network connections
3. System testing: Comprehensive testing of all features and integration points
4. Staff training: Hands-on sessions for facility and IT staff
5. Phased activation: Gradual rollout with staff support to ensure visitor adoption

We provided a comprehensive online portal that allows client's staff to:

• Update phone numbers for notifications
• Adjust system operating hours
• Monitor system status
• Access usage analytics

 

Measurable Outcomes

Following implementation, the client experienced several quantifiable improvements:

• Staff Efficiency: Reduction in direction-related interruptions, allowing staff to focus on resident care
• Visitor Satisfaction: A great percentage of visitors rated the system as "very helpful" or "extremely helpful"
• IT Management: Reduced support tickets related to visitor inquiries
• System Reliability: 99.8% uptime since implementation
• Staff Adoption: 100% of facility staff reported positive feedback on the system's impact

As our Sales Manager noted: "The Digital Reception system has changed how visitors navigate through facilities. The staff can now focus on providing quality care rather than giving directions, and visitors appreciate the independence the system provides."

 

Future Roadmap

Building on the success of the initial implementation, we've collaborated with the client to develop a future enhancement roadmap:

• Integration with additional facility systems
• Expanded language support
• Implementation in additional Woonzorg Flevoland locations
• Enhanced analytics dashboard for visitor flow optimization
• Additional features based on ongoing feedback and operational needs

 

Conclusion

The effective deployment of Digital Reception's visitor management system at Woonzorg Flevoland illustrates how a considerate, client-centered strategy can convert operational difficulties into chances for enhancement. By thoroughly grasping the specific requirements of nursing home settings and developing a technical solution that effortlessly integrated with current systems, we provided a system that boosted efficiency, enriched visitor experience, and enabled staff to concentrate on their main goal of resident care.

Our dedication to prioritizing listening before creating tailored solutions, instead of promoting generic products, was vital to the success of this project. The strong partnership between Digital Reception's technical team and our client's facility and IT management guaranteed that the final implementation accurately aligned with their operational needs.

For elder care facilities and nursing homes aiming to improve their visitor management systems, this case study underscores the considerable advantages of adopting a dedicated digital reception solution that prioritizes the needs of both visitors and staff.

 

Get Started

 

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For more information about how Digital Reception can create a custom visitor management solution for your nursing home or healthcare facility, visit digitalreception.app or contact our team at sales@guidelites.com.