Comprehensive digital partnership helps to focus on what matters
The Contact Point for Cross-Border Health Care provides EU citizens with information on using health services in Finland and abroad. An interactive and proactive collaboration model has ensured that the Contact Point can focus on the most important aspect: effective communication.
The mission of the Contact Point for Cross-Border Health Care is to provide information on the use of health services in Finland and abroad. The Contact Point is a public entity, which brings certain constraints to its online services.
Annamari Qvist, the Communications Specialist at the Contact Point for Cross-Border Health Care, outlines the priorities.
“For us, it’s important to lead by example and comply with laws and requirements. Our principle is that everything related to data security or accessibility, for instance, is done right the first time, and we don’t take the easy way out.”
The the EU-healthcare.fi online service is the Contact Point’s most important information sharing and customer service channel – essentially the foundation of all operations. In addition to patients seeking care, the target groups also include service providers, such as hospitals in other countries and entities related to pharmaceuticals.
“Customer friendliness and service are important to us because we exist for our customers. Our role is to act as an interpreter between the customer and the law. Legislation can be complex, so our task is to clearly and understandably communicate patients’ rights. Our website is the main channel for sharing information, so it must be clear, easy to use, secure, and accessible,” Annamari clarifies.
Silja Aunola, the Contact Point’s Online Communications Specialist, emphasizes that the team aims to be pioneers when it comes to service requirements.
“In addition to meeting EU legislative requirements, we also consider cognitive accessibility, which doesn’t yet have regulations but may become relevant in the future. Green online services are also an important issue for us. We want to be ahead of the curve, so we can proudly stand behind what we do.”
“This ties closely to our collaboration; we value Hion's expertise and expect them to be at the forefront of development, so we can anticipate future requirements and trends rather than just meeting current standards.”
- Annamari Qvist, Communications Specialist, Contact Point for Cross-Border Health Care
The Contact Point’s online service ecosystem is being developed according to a jointly planned roadmap. Regular analytics meetings monitor user behavior on the website, identifying development needs based on the findings. Individual projects are always part of a larger whole, which the account manager oversees from a high-level perspective.
“This approach allows us to look ahead and anticipate what should be done next. It’s somewhat similar to the ‘personal doctor system’ or car maintenance, where the entire service history is known, enabling long-term care of the whole system,” Annamari summarizes.
Regular status meetings with the account manager provide structure to the collaborative efforts.
“It’s reassuring to have a point of contact who brings everything and everyone together, figuring out who to work with and what the timeline is. This has been incredibly important,” Annamari notes.
How would the Contact Point summarize our collaboration?
“Hion’s team team has listened to our needs regarding where we require expert assistance. We’ve taken a holistic approach and focused on ensuring continuity in our work. Things have been running very smoothly,” Annamari summarizes.
The division of roles has worked well, allowing the Contact Point’s communication specialists to focus on their core expertise.
“There’s a sense that someone is thinking on our behalf, and we’re in good hands. We don’t have to struggle alone with things we don’t have deep expertise in. We appreciate and want direct opinions, and we welcome having our ideas challenged. It’s really great to be pushed to rethink ideas, put them into context, and figure out the best way to implement them,” Annamari explains.
“It’s about dialogue, interaction, and working together, not just us throwing something out there for Hion to execute. I really value that, and it’s incredibly important.”
- Annamari Qvist, Communications Specialist, Contact Point for Cross-Border Health Care
“This is teamwork. We’re not dictating anything, you’re not dictating anything – instead, we’re thinking things through together and finding the best solutions,” adds Account Manager Joonas Holm.
Systematic analytics and service design work
- Using web analytics and data, we have been able to focus on the right content and its refinement, leading to data-driven practices.
- Through in-depth customer understanding work, we have been able to focus our efforts and genuinely develop services from a customer-centric perspective, responding precisely to the needs of the Contact Point’s end customers.
- Through customer interviews and expert workshops, we have been able to refine our planning in a genuinely customer-oriented way, guiding service development.
- In annual planning, the service designer helps structure what we will do and in what order, ensuring that development is purposeful and aligns with the strategy.
WordPress audit resulting in editor switch
- Hion expert conducted a WP audit, which yielded several development suggestions. The conclusion was to transition from the old text-based Classic Editor content management tool to the new block-based Gutenberg editor.
The Contact Point’s revamped brand identity brought to life
- Hion expert implemented a new visual identity for the Contact Point’s website based on the brand book.
Customer-centric content streamlining and standardization
- Through the redefinition of content hierarchy and expert workshops, we have been able to streamline content design and navigation.
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