CUSTOMER STORY

More Convenient Care with Quick Consults

Bundall Medical Centre is giving doctors easier and more efficient ways to connect with their patients.

Bundall Medical Centre, established 14 years ago, is a bustling private practice serviced by 16 doctors and overseen by it’s dynamic Practice Manager, Sarah O’Connor. The clinic had been facing increasing challenges with high call volumes for simple requests like referrals or repeat prescriptions, adding to administrative workload and inefficiencies for doctors at the clinic.

The Challenge

The primary challenge was managing the overwhelming number of calls for basic requests, which consumed significant time, resources and took the practice team away from spending time with patients.

Patient experience was also impacted as they would spend a large amount of time on hold and tying up the phones, whilst teams would have to consult with doctors on particular requests.

Doctors were also overwhelmed by providing ad hoc services without charging, which created an abundance of paperwork and contributed to lost revenue.

“The doctors were doing that they weren’t charging that out either. They were just getting a million messages or doing so much of this extra work essentially, for free.”

Overcoming the Challenge

The introduction of Quick Consults completely changed the clinic’s operations. Some doctors were hesitant to adopt this new technology, preferring traditional methods over the change.

The solution was initially trialed with only a handful of doctors. The platform gradually gained acceptance, which was followed by excitement, as more doctors advocated for the ease of use and encouraged others to use it.

Sarah also played a crucial role in this transition, providing support for both doctors and patients, in explaining the system’s benefits, and addressing any concerns. This personalised approach was key in getting all the doctors on board and getting patients to use the service, instead of calling reception.

“They love it… it was a godsend because every second patient was calling up just wanting like a referral or repeat script…It’s just such a breakthrough.”

The Results and Benefits

Quick Consults significantly reduced the clinic’s call volumes, streamlined administrative processes, and allowed doctors to charge for services that were previously free.

“Previously we were receiving upwards of 50 calls a day for requests, this has streamlined the process..it’s also more affordable than a consult and means we save appointments for those who really need them… it’s less workload for admin and the doctors are getting paid for extra services”

This change improved the overall patient experience too, as patients no longer had to wait on hold for simple requests. The two-way communication feature was particularly appreciated, enhancing patient-doctor interaction and personalising care. Patients of all ages, including older demographics, adapted well to the system once they realised the benefits.

The clinic also observed a notable decrease in unnecessary calls as well as appointments, freeing up slots for more critical cases.

“They love it as well..some patients will be on hold for half an hour trying to get through because there’s so much call volume and then we’ll just explain it to them ‘you no longer have to wait on hold..this is going straight to the doctor’ often thats a lot more streamlined for them and provides easy access, especially with that comment that they can do directly to the doctor and the doctor can do directly back to the patient. Which is really good and something that I really wanted.”

Moving Forward

The clinic’s journey with Quick Consults is a testament to the power of embracing technology in healthcare. It highlights the importance of adapting to change, the value of personalised and convenient care that meets patient demand, and the benefits of streamlining administrative tasks.

Clinics looking to improve efficiency and offer convenient care that upholds a great patient experience should consider adopting Quick Consults. The key to making it successful, is ensuring doctors and patients understand the benefits, and how simple it is to set up and access.

Bundall Medical Centre is part of the Partnered Health Group. Established in 2013, the group is made up of a number of established businesses that have been delivering health services to more than five million people over the last 25 years including occupational health, allied health, primary care, and onsite services.

For more information on their health services you can also visit their website here.