From Independent Challenges to Seamless Operations
About Dr. Grieve
After nearly three decades in family medicine, Dr. Grieve transitioned to become a family practice specialist with a skin focus.
Unlike a traditional practice, she operates without an on-site staff, sharing office space with a pain clinic where patients often mistakenly approached the clinic’s medical office assistant (MOA) for help.
Dr. Grieve needed a system that would streamline patient check-in, eliminate unnecessary interruptions, and create a more professional and seamless experience for both staff and patients.
- EHR: Accuro
- Using ACM Alerts
- Using ACM Concierge
The Challenge:
Reducing Burden Without Losing the Human Touch
Dr. Grieve faced several key challenges:
- No On-Site Staff: Managing patient flow efficiently without a front-desk receptionist.
- Shared Clinic Space: Patients often sought assistance from the pain clinic’s MOA, creating confusion and additional workload.
- Professional Appearance: The absence of staff required a digital yet personal way to welcome and direct patients.
- Efficient Scheduling: Ensuring patients were reminded of their appointments in a timely manner without manual phone calls.
The Solution:
Using Automation to Streamline Operations
Looking for a technology-driven solution, Dr. Grieve turned to Cliniconex, implementing ACM Alerts to automate appointment notifications and reminders, and ACM Concierge to create a seamless digital check-in experience. The solution provided:
- A Digital Check-in Experience: A screen in the waiting area allowed patients to confirm their arrival and receive instructions without needing an in-person MOA.
- Automated Reminders: ACM Alerts sent appointment reminders two weeks and two days before appointments, reducing missed visits and last-minute scheduling changes.
- Increased Professionalism: The digital signage reassured patients they were in the right place, removing reliance on paper signs.
The Impact: A More Efficient, Patient-Centred Practice
The results were clear. Cliniconex solutions transformed Dr. Grieve’s workflow, improving efficiency while maintaining a personal touch for patients:
- High Patient Satisfaction: The digital touchpoints have been well-received by patients. “95% say they love it.”
- Elimination of Manual Scheduling Hassles: Previously, scattered follow-up management consumed MOA time with booking and calls, causing missed visits. Now, patients are booked instantly, minimizing effort.
- Increased Patient Confidence: Patients feel more confident that they are in the right place and that their arrival has been acknowledged.
- A Focus on Patient Care: With administrative tasks handled digitally, Dr. Grieve could focus entirely on providing medical care.
A Model for the Future of Medicine
Dr. Grieve believes ACM Alerts and ACM Concierge have set a new standard for how medical practices can be run efficiently without losing the human touch.
The confidence in scheduling, the reduction of administrative burdens, and the enhanced patient experience make implementing Cliniconex solutions a game-changer in modern healthcare delivery.
