The Value Addition of Healthcare 4.0 Loyalty Programs: Implications for Logistics Management

Background : Digital transformation is reshaping healthcare operations, with loyalty programs increasingly used to strengthen patient engagement and streamline administrative workflows. However, fragmented information systems and manual verification routines continue to create bottlenecks, inconsistencies, and extended lead times. Methods : This study applies a mixed-methods approach within the Business Process Management (BPM) lifecycle to redesign the eligibility verification process for a loyalty program at Casa de Saúde São Mateus Hospital. Quantitative time measurements were collected during peak periods, while qualitative insights from staff observations and discussions supported process discovery and bottleneck identification. The proposed solution integrates a centralized SQL database, automated verification routines, and a dedicated administrative interface synchronized with the MedicineOne system. Results : The redesigned process reduced eligibility verification time by approximately 80% and improved Flow Efficiency by around 11.7%. Manual interventions, data fragmentation, and discount-application errors decreased substantially. The centralized database improved data reliability, while automated checks enhanced consistency and reduced staff workload. The system also enabled more accurate beneficiary management and improved coordination across administrative activities. Conclusions : Integrating Healthcare 4.0 principles with BPM enhances internal logistics, reduces lead times, and improves operational reliability. The proposed model offers a replicable framework for modernizing healthcare service delivery.