Case study from practice
Before Emmy was deployed in a urology clinic in the north of the Czech Republic, phones were ringing from morning to evening.
After a month of deployment, phone lines are much
more freely, and finally, patients who are solving an acute problem are also called in. In the office, they observe an increase in equipped patients, since no deaf spots arise between the terms.
Mgr. Adéla Matyščáková has been working as a nurse for thirteen years - the last year in the urology clinic MUDr. Krishny Prasada Sapkoty. Her employer for two days
during the week he practices in Děčín, two days in Mostě. Together, the two clinics register more than 6,000 patients and examine about 45 to 60 people a day.
Podívejte se, jak Emmy pomáhá v ordinaci praktické lékařky.
„Pacienti jsou z Emmy nadšení a já na jedno kliknutí přeobjednám celé odpoledne.“
MUDr. Jana navrátilová
Mgr. Adela Matyscakova
nurse in the urological dispensary
“When I entered the clinic, only pencil and paper were used to order patients. It took an awful lot of time, it was inefficient, and I've been picking up one phone after another since coming to work,”mentions Adéla Matyščáková.
The patients were also dissatisfied. It was common not to be called to the doctor's office because was still occupied. And when the line was already free, the nurse was just making a call to another patient and could not answer the call.
Therefore, from the beginning, she was looking for ways to make communication between patients and the office more efficient. In outpatient software, over time, she created an electronic diary. But this did not solve the problem:
“The patients could not choose the appointment themselves, so the cell phone kept ringing and I had to rewrite the data obtained by phone to the computer again.”
See how Emmy helps in the office of a practical doctor.
“The patients are excited about Emma and I will order the whole afternoon in one click.”
MD. Jana returtilova
“I needed to find a system where I could communicate with patients during office hours without my phone ringing 80 times a day,” The nurse speaks. She knew that a number of actions could be easily automated. For example, an ordinary order for a preventive examination or a request for a prescription.
She wanted patients through the new system to:
But due to the ongoing digitization of the office and patient cards, the choice of an online booking system went to the other side. “The turning point came when I wrote an email to Dr. Fischer to order our patient with her. That's when the answer came to me that I should use the Emmy to book an appointment,”the sister describes how she found out about Emmy.
She went to the website, read what Emmy knew and ordered the patient. “I called Emma right away and said we wanted her in the office, too.”laughs. She was fascinated by how simple, fast and yet functional Emmy's solution offered.
In the decision to get Emmy, the doctor supported her: “He told me that if I was happy with Emmy and I believe that she would make it easier for us to communicate with patients, I would definitely try her.”
The commissioning of the Emmy was taken care of by a nurse with Dr. Sobotko, co-founder of Emmy.The installation of the program is scheduled for Saturday. “I made coffee and breakfast, and together we installed the program from each of our kitchens remotely. It took about an hour,” narrates.
Since Emmy is adapted by default to general practitioner offices, it was first necessary adjust the requirements for the urological dispensary. Of course, Emmy counts on this and is able to adapt not only to urology, but also to other specialties.
“Mr. Sobotka explained everything to me clearly and in detail, so there was no reason to delay with the use of the Emma. In one day, we deployed everything, imported contacts and the next day we were already going sharp in both offices,”says the nurse.
The nurse highlights Emmy's clear and intuitive interface. “The day we put on the Emmys, Mr. Sobotka called me to see if everything was alright — that I wasn't calling. So I assured him that we had no problems with Emmy and everything was going smoothly.”The nurse laughs.
See how Emmy helps in the office of a practical doctor.
“The patients are excited about Emma and I will order the whole afternoon in one click.”
MD. Jana returtilova
Emmy is preparing clear materials for patients in the waiting room and other resourcesto help clinics inform patients. Adela Matyščáková also used them. On the day of the software deployment, she printed out informational texts about Emmy, placed them in the waiting room and pasted them on the doors of the practice.
“I do this by typing patients straight into Emma after examining them and giving them an A4 with me with precise instructions on how to communicate with us. There was no problem yet,”explains the nurse.
When patients called, acute cases were resolved by the nurse straight away. On the contrary, if the request was less acute, she asked the patient to send it through the Emmys.
The nurse has verified in practice that even elderly patients can work with Emmy. If they can write an email, they can usually handle Emmy.. “Just last week, a patient who is 86 years old came to us. But generally I feel that it breaks down around 70 years. I don't force an Emmy on older years, but often an Emmy flyer will be taken from me and ordered by someone in the family. To be sure, I also give him the phone number to the office.”says the nurse.
“The patients are as excited about Emmy as I am. Previously, it happened that they shouted at me on the phone and were angry, because it was practically impossible to come up with an appointment for the next visit on the phone. It was even worse if it was an urgent problem.” describes the sister. After a month since the introduction of Emmy, the phone in the office is much less loaded and, finally, elderly patients and urgent cases are also called.
The first reactions that he most often hears from patients are: “You are finally communicating with us!” and adds that they are right.“Patients are now much calmer because they know where to turn. And they are confident that we will resolve their request as soon as possible.”
So far, she has met with a negative reaction only twice: “These were patients of retirement age who told me that they would not try any new system and would remain faithful to the phone.”
Before the Emmys, in the office, they mainly struggled with communicating with patients. “We had a lot to do to equip the people we ordered, let alone pick up the phones from patients waiting to order. Often because of this, it happened that we waved deaf places between visits. Now we have patients booked from morning to evening after ten minutes and better filling of the office time is also praised by the doctor,”evaluates the nurse.
Even now, sometimes it happens that the nurse does not have time to pick up the call. In that case, she sends a preset sms in which she announces that she is currently exhausted and refers to Emmy or asks patients to call later.
“Which is absolutely great, and even a month ago it was impossible — whether I'm in Děčín or Mostá, I can coordinate a second office because I have all the information in one place,”Praises the sister.
Another change is that patients do not have to order only at the appointed office hour. If they feel problems, for example, on Saturday, they order directly online and do not wait until Monday to arrange a date.
Currently, in just one month of deployment, the practice handles roughly 10 requests a day through Emma. As a result, telephone lines are significantly less exploited. But the nurse expects that the percentage of requests coming from Emmy will grow in the future.
“Daily I will save up to an hourI'm counting on even more for the future. After a month, I think it's a great result.”Assess the current situation.
New patients can do it themselves at Emmy prepare a complete medical history. “I will ask them to fill in the data at home, then in the office we will throw it into the medical system and in a moment we will check if everything fits. It worked out great for us. This saves a lot of time, because patients in the office do not read in memory what they have overcome as illnesses,”says. They use the original outpatient system for courses and communication with insurance companies. Everything else is now provided by Emmy.
See how Emmy helps in the office of a practical doctor.
“The patients are excited about Emma and I will order the whole afternoon in one click.”
MD. Jana returtilova
“Thanks color resolution of individual actions At Emmy, I know exactly what to prepare for without having to click on the patient who is on the line. I need to know if the patient goes for cytoscopy or an ordinary preventive examination. Now I do not have to find out what kind of patient is in front of him and whether I will have time to examine him. I still have everything important in sight.” explains the nurse.
See how Emmy helps in the office of a practical doctor.
“The patients are excited about Emma and I will order the whole afternoon in one click.”
MD. Jana returtilova
About Emmy, she says is a great helper in organizing time and facilitating communication with patients. “I would definitely recommend Emmy to other practices as well. You will find that she will comfortably arrange a lot of activities for you and become your great partner. I don't know, and I don't want to imagine, going back to the old ways — to pencil, paper, and screaming phone.The sister thinks.
Dr. Emmy also evaluates positively and is extremely satisfied with the investment in the new system. He himself does not use Emmy, he only looks at her. He sees that the operation of the doctor's office is now running smoothly, the nurse has everything under control and is at hand when the need arises. Patients are much calmer and the online booking system works individually.
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