Hi everyone!
I’m an administrator at a medical group and our patient volume has jumped 10% in the last six months. The wait times are driving our patients crazy and stressing out our staff.
I need to think of a tech solution to bring wait times down and get morale back up and I’m looking to Reddit for some help. I want to help everyone; the providers, the front and back office staff, and of course, the patients.
I would say that new patient appointment wait times are about 10 days for primary care and 45 days for a specialist, existing patients are 4 days for primary care and 15 for a specialist, and wait times in-clinic are 30 min in the waiting room, 15 in the exam room, and 10 for checkout…
I haven’t been working here for long, but I think the major problems are that appointments are only done via phone and we only have one receptionist for every three practitioners, the providers don’t really track the patient order and chart between patients, the providers have designated rooms which makes some of them super busy and others not at all, and there’s not really a good protocol in place for when people call out and we can’t handle the volume.
Our rushes are before nine and after four and during lunch (11-1) because of reduced availability and our phone lines are down. Monday is pretty bad too because we’re closed over the weekend.
I’m pretty much open to any ideas like a scheduling AI or an internal workflow system or some kind of communication platform…not really sure where to begin and would love some ideas from people who have more experience in the field. Thanks for the help!
TLDR: I need to make my boss happy and fix patient wait times, improve staff communication + make work less stressful, and manage patient flow better during our rushes. Need to think of some kind of tech solution for this.
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