Case: How we reduced patient wait times by 60% and improved efficiency for a network of clinics in Canada

In today’s world, patients expect fast and quality service from medical facilities. A network of clinics in Canada approached us with the task of improving communication efficiency with their patients.

PROBLEMS AND CHALLENGES IDENTIFIED BY CLINIC MANAGEMENT:

1. Long patient wait times on the line – over 60 seconds.
2. Patients forgetting appointments or arriving unprepared, leading to doctors having idle hours.
3. Not all operators met clinic standards due to insufficient training.
4. Business processes were not standardized, making the appointment scheduling system ineffective.

Additionally, patients expressed dissatisfaction when they couldn’t reach an operator, negatively impacting the clinics’ reputation and their ability to attract new patients.

KEY OBJECTIVE – MULTICHANNEL SERVICE OPTIMIZATION:

Our task was to ensure high-quality and prompt patient service across various channels – website, chats, phone, messengers, etc. The range of tasks for the operator-coordinator was extensive. Key functions included handling incoming and outgoing calls, such as:

• Appointment scheduling and consultations.
• Reminders about appointments.
• Recommendations on how to prepare for procedures.
• Explanation of appointment details.
• Creating and managing the doctor’s schedule.

OUR COMPREHENSIVE APPROACH TO SOLVING THE CLIENT’S TASKS

We employed several strategies:

1. Developed a Training Plan and Standards for Agents:

• We created training programs covering medical aspects, service standards, and communication in English and French, ensuring our operators’ high competence.

2. Onboarded a Team of Bilingual Coordinators:

• We recruited operators fluent in English and French, allowing us to effectively serve patients from both primary language groups.

3. Implemented Top-notch Techs.:

• Using our telephony and CRM system, we optimized the process of handling calls and appointments, significantly reducing wait times and improving the accuracy of request processing.

4. Created Standardized Business Processes:

• We developed efficient processes that allowed for quick and accurate handling of patient requests, enhancing overall operational efficiency.

RESULTS NOTED BY THE CLIENT:

The project has been ongoing for over 4 months, and here are some facts and figures we can share:

• Over 25,000 cases successfully processed per month.
• Created a proprietary training structure for coordinators, consistently maintaining a high level of knowledge and skills.
• Built a team of specialists fluent in English and French, effectively serving patients from various language groups.
• Achieved the best service quality indicators in the local market.

Here’s what the client team manager said:

“We have seen a significant improvement in the speed and quality of service. The team truly understands our patients’ needs and is always ready to help.”

Examples of reports. The customer sees this report online in his account

ADDITIONAL SERVICES UTILIZED IN THE PROJECT:

BOOKING SERVICE
CALL CENTER OUTSOURCING
REMOTE RECEPTION

CONCLUSION:

Effective communication with patients is key to the success of medical facilities. Health-related issues must be addressed quickly and with high levels of empathy. Our comprehensive approach, including training, technology, and standardized processes, enabled a network of clinics in Canada to significantly improve their operations and increase patient satisfaction.

We are ready to help other medical facilities enhance their patient service levels.

Contact us for consultation.