CUSTOMER STORY

Elevating Patient Experience & Continuity of Care in a Digital Age: A Clinic's Partnership with HotDoc

Nestled in the inner suburbs of Melbourne, Victoria, Glen Iris Medical Centre has been a beacon of healthcare since 1929. With a lineage of doctors who have served generations of families in the local community, the clinic has focused on delivering quality healthcare that is accessible to all.

Their focus on continuity of care, a rarity in today's fast-paced world, has been a hallmark of their service. However, with time, the challenges of modernising their practice and continuing to deliver exceptional patient experiences became front of mind.

The Challenge

Glen Iris Medical Centre hosts a rich history paired with a list of dedicated practitioners who are exceptionally focused on tailoring healthcare experiences that fit their patients. It became increasingly evident to Practice Manager, Robyn Deeb that delivering great patient experiences and access to care meant that their processes needed to evolve. The clinic had always stood by their mission to provide unparalleled patient experience, continuity of care, and access to all, yet they faced challenges in modernising their existing patient experience alongside attracting new patients to the practice..

In a journey to provide accessible care, the clinic had also tried an online booking system; however found it to be restrictive, only allowing patients who knew the clinic’s website to make appointments and adding complexity for their patients to navigate. This limited visibility resulted in fewer patient bookings and a decline in new patient acquisition.

“We realised that if patients didn’t know our clinic name or website, they couldn’t find us to make an online booking. They would either have to drive past to get our clinic’s number or name, but now they can simply find us by searching for a GP in their area.”

The Solution: HotDoc

Glen Iris Medical Centre made the decision to change and to partner with HotDoc to enhance their patient experience and streamline their processes. The decision was also influenced by poor patient feedback from their previous provider, indicating they hadn’t quite achieved their goals with their patient engagement platform.

The Results

After making the move to HotDoc Glen Iris Medical Centre saw:

An Improved Patient Experience: The younger demographic easily adapted to the new system, appreciating the convenience of online bookings. Even older demographics, initially hesitant, began to see the benefits, with some expressing gratitude for the timely reminders.

One patient remarked: “I almost forgot about the check-up, but when I got that text message, I felt remembered.”

Enhanced Continuity of Care: One of the standout features of Glen Iris Medical Centre has always been their continuity of care. Patients appreciated the consistent experience, often seeing the same doctor repeatedly, which has become a rarity in many modern clinics. They found that by implementing Recalls and Reminders with HotDoc, it ensured that patients received timely reminders, reduced missed appointments and presented further care opportunities for their existing patient base.
Ease of Telehealth: Glen Iris Medical Centre saw the ability to provide more options for care by using HotDoc to streamline their telehealth consultations, further catering to the evolving needs of their patients.
Increased Bookings: With HotDoc, the clinic saw a significant increase in patient bookings. They recorded 3,094 appointments through HotDoc in six months, with 55 new patients booking directly through the platform and an additional 62 new patients through the HotDoc widget on their practice website. Providing an easy way for their patients to make appointments at any time.

Enhanced Visibility: The clinic’s profile views skyrocketed to over 14,000, increasing accessibility for their patients. With HotDoc, patients didn’t need to know the clinic’s website. A simple postcode search would lead them to the clinic, increasing its visibility and reach to new patients.
Time Savings: The introduction of HotDoc also reduced administrative hours significantly. The clinic’s reception saved an average of 154 hours over six months, allowing them to redirect their focus to more critical tasks and free up their practice nurses to focus on what they love doing most, patient care.

In numbers

3,094 appointments through HotDoc
55 new patients via HotDoc
62 new patients through the HotDoc widget
Over 14,000 practice profile views

Feedback from the Clinic

The clinic’s staff and doctors have embraced the change, realising the immense benefits HotDoc brings. The platform has not only improved the patient experience but also reduced administrative burdens. The continuity of care, a hallmark of the clinic, has been further strengthened with HotDoc’s efficient recall system.

“Now my nurse is out doing health assessments, rather than printing up lists and doing paperwork, and sitting on a computer for hours at a time.” – Robyn Deeb (Practice Manager)

Moreover, the clinic has seen a shift in its patient demographic. Whilst some of the older generation continues to trust and rely on the clinic, HotDoc has helped them to pave the way for a younger demographic to discover and utilize the clinic’s services.

Conclusion

The clinic’s journey with HotDoc has been transformative. From being a historic clinic with traditional methods to embracing modern solutions for better patient care, the clinic stands as a testament to the benefits of adapting to change and delivering great patient outcomes.

With HotDoc, Glen Iris Medical Centre is not only preserving its legacy of continuity of care but is setting new standards in the healthcare experience as it stands true to its mission to provide unparalleled patient experiences and access to all.

The clinic continues its transformative journey with HotDoc, looking to further refine their administration processes and patient experience with features like easy online payments.