Case Study with Emmy's Voice
General practitioner's office MUdr. Adriana Young was faced with a large number of incoming and missed calls. The acute demands of patients were lost in the flood of prescription requests and requests for examination. They used Emmy software in the office, but some people kept calling. After the launch of the Voice of Emma, these patients will be served for the most part by voicebot, and nurses and doctors alike have peace of mind to work.
MD. Adriana Young has more than 20 years of medical practice behind her. In 2010 she opened a private practice in Prague's Dejvice. The practice registers over 5500 patients and employs several doctors.
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
In the fall of 2021, nurses in the office Falling under the weight of phone calls. The phones rang around the clock, counting an average of 250 a day in the busiest week. It was not in their power to handle all the calls. “Some patients were upset because they spent half a day on the phone - someone was lucky, someone did not call even after several attempts,”says Adriana Young.
According to October statistics, the phone rang an average of 156x per working day. Nurses and doctors received roughly one in three (54 calls in total) and 102 calls escaped.
The sisters complained that they phones ring in the ears even at night,”mentions the doctor. It was then that she began to deal with the unbearable situation. In the past, they used a recorder, but this one did not work. Transcribing the recordings took a lot of time. That's why she decided to deploy voice assistant (voicebot) The voice of Emma.
Emmy software was introduced in Dr. Young's office in October 2021, Emmy's Voice Launched in December 2021with the use of the Daktela virtual switchboard.
“I would have preferred the patients to call a kind person, but I knew that We can't pay the four phones.. That's why, after deploying the Voice of Emma, we introduced two free hours a day when we have open lines. At a predetermined time in the morning and in the afternoon, the Voice of Emma is turned off and the free staff takes the phones. In the remaining office hours, patients are referred to the Voice of Emma. It is not binding for patients, they have a choice and, above all, the certainty that they will appeal to us.”says the doctor.
Voice of Emmy every call with the patient accurately transcribesand the entry is directly inserted into Emmy Software.
See what real examples of transcripts look like:
“When the patient reports that it is Urgent call, call him back immediately. We handle non-urgent requests gradually throughout the day,”describes MUDr. Adriana Young.
Despite the fact that medics often call back, she has, according to the doctor the point of replacing incoming calls with a text transcript, and at once for several reasons:
The staff praises better structured communication. ”We answered confusing phone calls.When we call patients back, we can prepare in advance. When patients popped a question at us in the middle of a lot of work, they sometimes took us by surprise and exposed us to unnecessary stress.”
The ability to call back patients, when it is already known what problems they are facing and with whom exactly they are talking, is appreciated by nurses and for English-speaking patients.
For nurses before, it was frustrating when they had to interrupt work because of a call. “With the introduction of the Voice of Emma, the sisters were worried, now they say they would not change. They are not stressed, they have time for their work and do not shy away from routine activities. They are much happier now.”summed up by the doctor.
“With the help of Emma's Voice, we'll handle 30% more calls (71 versus 54) and We have four times fewer missed calls.,”says the doctor, according to statistics from March 2022, that is, 3 months after the introduction of the Voice of Emmy.
However, leaving links through the Voice of Emmy could not solve the problem with everyone impatient patients.“When no one responds to their request within 15 minutes, some will come to the office without ordering, which will disrupt the operation of the office,” says the doctor.
Not all patients immediately came to terms with the Voice of Emmy. “Some people appreciate the robot — they don't spend hours on an eternally busy line and know We will deal with their request soon. For others, it takes time. At first people were skeptical about e-incompetence and e-prescription, but They get used to the change quickly.,” says MUDr. Adriana Young.
If patients prefer a different type of communication, they can call during the hours when the nurses are picking up the phone, or need request directly through the Emmy patient portal.
“During covid, the burden was enormous, but covid is still not over and without the Voice of Emma we would have the constant ringing of phones again. So We will definitely continue to use the voice assistant,”describes.
For doctors, the Voice of Emmy has another significant benefit - remote consultations can be done transcript of call from Emma to use to report distance care.
“Many patients have become fond of remote consultations during covid. It is a relief for them that in the indicated cases solve the problem quickly and efficientlywithout having to come to our office,”describes the doctor.
Arrange a non-binding online demo with us. We will introduce you to Emmy and answer all your questions.
Founder and Head Physician of Emmay
Founder and CEO
For technical questions or if you are interested in Emmy, you can contact us at podpora@emmy.sk
Call us at
+421 222 200 959