MedAccess Urgent Care, with three locations in North Carolina, wanted a technology partner to help improve patient satisfaction and get more insight into the individual performance of each of their clinics. They decided to give Clockwise.MD a try in two of their locations. After implementing the software, they not only got the results they were looking for, but were also able to reap some benefits they hadn’t anticipated.
In this DocuTAP case study, you can see for yourself how Clockwise.MD made a big difference for this growth-focused urgent care.
MedAccess Urgent Care Averages Wait Times Under 15 Minutes with Clockwise.MD.
MedAccess Urgent Care is a locally owned, locally operated urgent care with three clinics located in Roxboro, Youngsville, and Chapel Hill, North Carolina.
In February and April of 2016, MedAccess implemented Clockwise.MD in their Youngsville and Roxboro locations with the following goals:
After implementing Clockwise.MD, 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.
Projecting Wait Times with 95 Percent Accuracy
As MedAccess began implementing their new online scheduling system, they used feedback from their teams to customize Clockwise to fit their needs. This included integrating Clockwise 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. In fact, 95 percent of patients are seen either on time or early at both clinics, and average wait times are less than 15 minutes.
Percentage of patients seen on time, early, and late at the Roxboro MedAccess clinic.
Reporting on Patient Throughput and Satisfaction
For the MedAccess team, one of the most valuable aspects of Clockwise has been reporting. With detailed insight into their patient throughput, as well as candid feedback on each provider gathered via Clockwise 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:
When asked how likely they were to recommend MedAccess to others, patients responded with an average score of 4.8 out of 5.
According to Nate Haines, Vice President of Marketing and Business Development for MedAccess, “Clockwise has revolutionized the way we conduct business in our clinics. It is simple, efficient, and easy to use. It has increased our efficiency and taken our customer service to a new level.”
Thanks Nate. We’re glad we could help.