“Without change and continuous improvement, there can be no progress. This transformation leads to higher-quality services and greater satisfaction for both employees and patients. Implementing Heliant information systems is an investment that has already delivered visible results, says MD Zorica Sokić, Acting Director of Pančevo Primary Healthcare Centre.
On October 1, Pančevo Primary Healthcare Centre, one of the largest and most organizationally complex primary healthcare centres in the Autonomous Province of Vojvodina, began operating within a new, integrated digital environment. The implementation of three Heliant information systems—the Heliant Healthcare Information System, the Infolab LIS laboratory information system, and the Moneo business information system—marked a significant step forward in the digitalization and optimization of the facility’s operations.
With approximately 570 employees and around 30 million healthcare services provided annually, Pančevo Primary Healthcare Centre serves as a cornerstone of primary healthcare in this part of Serbia. Its Adult Healthcare Department alone operates 19 outpatient clinics—10 in the city and 9 in suburban areas—highlighting the complexity of managing such an extensive healthcare network.
This organizational structure requires the processing of a vast volume of medical, administrative, and financial data, which is regularly submitted to the Serbian Health Insurance Fund (RFZO), the Institute of Public Health of Serbia “Dr. Milan Jovanović Batut,” the local Institute of Public Health, and the Ministry of Health. The decision to adopt an integrated information solution was driven by the need to better connect and streamline these critical processes.
The Heliant Healthcare Information System and Infolab LIS were commissioned on October 1, while Moneo has already been partially implemented within the administration, finance, and human resources departments and is currently undergoing further rollout across the organization.
MD Zorica Sokić, Acting Director of Primary Healthcare Centre Pančevo
According to MD Zorica Sokić, Acting Director of Pančevo Primary Healthcare Centre, the decision to transition to a new information system was a strategic one, made with long-term goals in mind.
“We approached this decision strategically, considering how to move beyond the capabilities of our previous information system. Our primary motivation was to improve the organization of our work. Pančevo Primary Healthcare Centre includes a wide range of departments—emergency care, adult and paediatric primary care, gynaecology, dentistry, laboratory services, and radiology—and Heliant provided a solution that enables all of these departments to be better connected in a more practical and efficient way,” says MD Sokić.
One of the key advantages of the new system is the ability to monitor and analyse healthcare services, diagnoses, financial performance, and coordination between departments on a monthly basis. All facilities and outpatient clinics within Pančevo Primary Health Centre are now connected through a single integrated information system, significantly simplifying the management of such a large and geographically dispersed organization.
Special attention was given to supporting employees and ensuring uninterrupted patient care throughout the implementation process. The transition to the new information system was carefully planned over an extended period to avoid service disruptions and minimize additional pressure on staff.
“My top priority was to ensure that our employees experienced as little stress as possible during the transition and had support available at every step. We conducted test runs for more than a month before officially switching to the new system on October 1, so that neither patients nor staff would experience delays or disruptions,” explains MD Sokić.
According to her, the implementation process was completed successfully, owing the strong support provided by Heliant implementation teams.
“We received outstanding support from the Heliant team. Every department and every outpatient clinic had dedicated assistance, and there were no interruptions to our work. Of course, there were questions and issues, but they were resolved quickly. Today, we work as if we had always been using Heliant. Although the first few days were slower and naturally more stressful—especially for me as the director—the Heliant team was always available, and every issue was addressed in the shortest possible time,” says MD Sokić.
The implementation of the integrated information system has had a direct impact on the day-to-day operations of healthcare departments, as well as on the overall management of the facility. As Acting Director, MD Sokić now has real-time access to key operational data—from the availability of medications and medical supplies in pharmacies and outpatient clinics to financial indicators and management reports.
“The new system provides faster and easier access to patient information, significantly reducing paperwork. Laboratory operations have been particularly improved through process automation, faster sample processing, and more efficient distribution of test results via the electronic health record—from the primary care physician to the laboratory and back. As a result, everyday workflows are simpler, and our healthcare professionals have more time to focus on patients,” says MD Sokić.
Reporting has also become more efficient. Monthly and annual reports are easier to prepare, while financial data—including invoicing submitted to the Serbian Health Insurance Fund (RFZO)—can be analysed and compared with previous reporting periods much more easily.
“Everything is easier, more streamlined, faster, and of higher quality,” MD Sokić concludes, adding that she continues to work regularly as a physician in the outpatient clinic, allowing her to experience first-hand the improvements the new system brings to everyday patient care.
MD Sokić emphasizes that the implementation of Heliant information systems has been one of the most important milestones in the development of Pančevo Primary Healthcare Centre.
“Without change and continuous improvement, there can be no progress. This transformation leads to higher-quality services and greater satisfaction for both employees and patients. Implementing this information system is an investment that has already delivered visible results,” concludes MD Zorica Sokić.