MedAccess Urgent Care is a locally owned, locally operated urgent care with three locations in North Carolina: Roxboro, Youngsville, and Chapel Hill.
In February and April of 2016, MedAccess implemented Experity Patient Engagement in their Youngsville and Roxboro locations with the following goals:
After implementing Experity Patient Engagement, MedAccess gained immediate access to wait time and throughput data, allowing them to identify additional areas for improvement that weren’t originally on their radar.
It is simple, efficient, and easy to use. It has increased our efficiency and taken our customer service to a new level.
As MedAccess began implementing their new online scheduling system, they used feedback from their teams to customize Experity Patient Engagement to fit their needs.
This included integrating Experity Patient Engagement with their EMR for maximum visibility into the patient experience.
As patients register online or in the clinic, they are sorted into separate provider queues based on the provider they are seeing. This is useful for provider staff to see which patients are in the room. It also helps provide accurate wait time projections for each individual patient, helping to smooth out the process of transitioning patients from registration to clinical care.
95 percent of patients are seen either on time or early at both clinics, and average wait times are less than 15 minutes.
For the MedAccess team, one of the most valuable aspects of Experity Patient Engagement has been reporting. With detailed insight into their patient throughput, as well as candid feedback on each provider gathered via Experity Patient Engagement patient surveys, they have been able to see where bottlenecks are occurring, identify staff members who need additional training, and more.
Using this data, MedAccess has begun to make changes that have greatly impacted the patient experience, such as:
Breakdown of the percentage of patients seen on time, early, and late at the Roxboro clinic.