CUSTOMER STORY

Better Clinical Outcomes with HotDoc

Maple Street Surgery decided to move to another provider in July 2023, however they were back only after a couple of months, we spoke to Tania Gannon from Maple Street Surgery to learn more about the change.

“This practice was working 20 years in the past and HotDoc has helped to bring it back to the future..I always, you know, talk about my experience with HotDoc and also clinical experience.. I always advocate for HotDoc and suggest that people go with HotDoc over the others”

The Challenge

The clinic decided to move to another provider in July 2023, however they were back only after a couple of months. The decision, championed by the clinic’s advocates for HotDoc Tania and Emma, was driven by dissatisfaction with their previous provider’s user experience and motivated further by HotDoc’s commitment to innovative features and continuous improvements.

The clinic transitioned to an alternative platform influenced by network recommendations, however, the user experience fell short of expectations. Staff found the previous provider was not user-friendly, with a complex interface that hindered efficient navigation and task completion. This led to minimal use of the features, as the clinic struggled with its limitations.

Key Issues with Previous Provider

Not User-Friendly

The clinic found the provider to be not as user-friendly as HotDoc, complicating navigation and making it difficult for staff to efficiently complete tasks. The platform’s interface was considered more complex and less intuitive compared to HotDoc’s, with more steps involved to accomplish the same tasks which meant the team spent more time on what is automated through HotDoc efficiently. Due to its complexity and user experience, the clinic did not fully utilise the features, leading to a lack of engagement with the system.

“We really didn’t use [the other provider] at all. I didn’t use it at all. We did a webinar. And I just even after that, I was just like, I’m still lost.“

Poor Support and Help Resources

The clinic indicated that HotDoc provided better support and resources, such as a helpful help section.

“If you or if I’m not sure or something, it’s easy to find the answer with with your the Help section”

Lack of Innovation

The clinic appreciated HotDoc for its innovative features, such as Quick Consults for doctors, which they felt was lacking in other providers.

The Transition to HotDoc

Upon returning to HotDoc, the clinic immediately noticed significant improvements in user-friendliness and efficiency. HotDoc’s interface was praised for its ease of navigation, enabling the clinic to fully utilise its features. Innovations such as Quick Consults were particularly appreciated for their potential to generate additional revenue for doctors and the clinic and forward thinking in helping to support sustainability.

“It’s just so much easier to navigate the dashboard and find you know how to add a practitioner and how to do set ups…the stripe payments are all so easy… I just found a HotDoc a hell of a lot more user friendly”

Improvements since moving to HotDoc

User-Friendly Platform

HotDoc’s intuitive dashboard simplified their processes such as adding practitioners, setting up Stripe payments, and managing patient engagements, enhancing their overall operational efficiency.

“You just when you open up the programme, it’s much easier to see everything and the other one was just very, a lot more steps involved..And you’re finding that your team can use it more, because it’s simpler, which means that you’re actually getting more use out of the platform compared to using [the other provider].”

Innovative Features

HotDoc’s Quick Consults along with continued commitment to improvements in the product suite, was seen as a proactive approach to supporting clinics in a challenging healthcare landscape, providing avenues for additional income.

“I really love those kinds of innovative ideas. … general practice is, of course, struggling at the moment…So those kinds of ideas I just pounced on because it’s a way for the practice to still earn money without having to go through Medicare as well.”

Significant Time Savings

The transition to HotDoc resulted in substantial time savings for clinical staff. The platform’s easier use resulted in greater efficiency in managing patient communications and reminders, drastically reducing the time nurses spent on administrative tasks, allowing them to focus more on patient care.

“I find that it’s taken hours off the nurses, they were calling patients for results, like every day, you know, there’ll be a huge list of patients to call and so now that we’ve taken that off them”

Better Recall Management

HotDoc’s recall system was found to be more effective compared to their previous provider, further streamlining patient management and improving the continuity of care.

“Emma does vouch for the clinical side of things with HotDoc being better than the other providers as well.”

Supportive Customer Service

HotDoc’s accessible help section and responsive customer service provided the clinic with the support needed to make the most of the platform, contrasting with their prior experience.

Key Metrics and Feedback

With HotDoc the practice has:

Seen a total of 798 new patients through the platform
Received over 45k profile views from new and existing patients.
Saved a total of 245 hours just through the use of HotDoc Recalls.

Plus HotDocs commitment to innovation and improvement has brought tangible benefits to the practice that generates revenue.

Conclusion

The clinic’s return to HotDoc underscores the importance of user experience, innovation, and support in choosing a patient engagement platform. HotDoc’s ability to address the clinic’s needs and its proactive approach to feature development significantly enhanced operational efficiency and staff satisfaction. This case study highlights HotDoc’s role in enabling clinics to navigate the complexities of modern healthcare delivery successfully and in delivering a better experience that ensure they get greater use from the range of technologies available to them.