Due to confusion in the clinic, the doctor walks in to see a new or a complex patient first when she could have seen a quick follow up patient. The quick patient ends up waiting an extra 30 minutes and gives the organization a low satisfaction score.
Doctors deeply care about their patient’s time and want them to have a smooth, efficient visit at their clinic. Miscommunication about which patient should be seen next or patients getting “lost” as they progress through different stops of their appointment, is stressful for both doctors and the staff.
Providers have said that one of the worst parts of their job is running behind in clinic because it causes the patient to disengage from the appointment before the doctor even sees them. Providers then spend a lot of energy and time apologizing to the patients and reengaging them in the appointment.
Long patient wait times are also frustrating for the staff. Having staff members who end up working overtime, skipping lunches and dealing with unhappy patients leads to low morale, staff burnout and high turnover.
The software tracks and displays where all the patients are currently located and exactly how long they have been in each step of the appointment process. It guides the physicians and the staff members to where they are needed next.
"The best feature about the eSynchrony board is that at one glance, I know whether my clinic is running on time, which patients are waiting for me and where my staff members are,” Dr. Yasmin Bradfield of UW Health | UW Hospital and Clinics | Madison, WI, "
“Our patient satisfaction has gone up dramatically, “We are now consistently getting 9s and 10s on our patient exit surveys on a 10-point scale. The board is helping us to take better care of our patients and reduce their wait times.“ Darla Coullard, ophthalmic assistant and office coordinator.
“Using the board helps to create a team approach in the clinic towards patient care because everyone knows the status of the clinic and can help where needed, which reduces patient wait times.” Dr. Kim Stepien of UW Health | UW Hospital and Clinics | Madison, WI
Located in Madison, Wi, the department sees 115,000+ patients on an annual basis in multiple subspecialties including: Retina, Comprehensive, Optometry, Glaucoma, Pediatrics, Cornea, Oculoplastics and Neuro-Ophthalmology.
FlowOne was hired to implement the company's innovative eSynchrony solution in 2018 to solve the number one complaint in patient satisfaction surveys: Long patient wait times. In Pediatrics, for example, a patient could be in the clinic for 2-3 hours for a routine visit, most of it waiting in-between care steps.
In pediatrics, the patient visit lengths used to average 120 minutes from check-in to check-out. The new average is 71 minutes, after implementation of eSynchrony and FlowOne's lean training concepts.
A retina clinic was able to see a maximum of 17 patients in a half-day clinic session and finish late into lunch. The same clinic now sees 20 patients and finishes on time as the new normal.
Running late into the evening was a routine problem for clinics. Providers would work through lunch and still finish late. Now, each clinic saves 45-60 minutes, even with expanded volumes!
“Using the real-time data that is collected allows us to use the metrics to analyze where the bottlenecks are and determine how to prevent them, eliminate waste in the system for patients and improve the patient’s overall experience,"