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Healthcare • Case Study

Avantia Medical Imaging & Restorative Health clinic gives patients the “VIP experience” with WaitWell 

Learn how Avantia Medical Imaging & Restorative Health Clinic enhanced the patient experience by cutting wait times, minimizing waiting room congestion, and optimizing administrative processes, allowing staff to prioritize patient care.

Read time: 12 min

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Results

Significantly enhance patient satisfaction, leading to improved Google Reviews, reduced waiting room overcrowding, and eased administrative strain, allowing staff to focus on delivering exceptional care.

About the project

Transforming patient flow for a smoother, more efficient experience at a busy medical clinic

Avantia Medical Imaging Clinic, renowned for its advanced diagnostic services, faced the common challenges of managing high patient volumes in a busy healthcare setting. Long wait times and crowded waiting rooms negatively impacted patient satisfaction and placed significant strain on administrative staff. To address these issues and improve the overall patient experience, in July 2023 Avantia implemented WaitWell, a queue management system designed to enhance operational efficiency and streamline patient flow.

Client

Avantia Medical Imaging & Restorative Health Clinic

Date

July 2022

Industry

Healthcare

Overview

Avantia Medical Imaging Clinic faced the challenges of long wait times, overcrowded waiting rooms, and administrative strain, impacting both patient satisfaction and staff efficiency. To address these issues, Avantia implemented WaitWell, a digital queue management system, aimed at improving patient flow and optimizing clinic operations.WaitWell allows patients to join the queue remotely or on-site and receive real-time updates, enabling them to arrive just in time for their appointments.

“Patient confidence in our services has increased dramatically. They are constantly telling us that they love that they can wait their turn in line from the office or home while getting regular and accurate updates about their appointment time. WaitWell has been a game changer for both our patients and for us.”

Gregory Davies
President, Avantia Medical Imaging & Restorative Health

This solution has greatly reduced waiting room congestion, improved the patient experience, and freed up staff from manual administrative tasks, allowing them to focus on providing high-quality care.

avantia-health-clinic-front-desk
Challenge

Navigating high patient volumes and service challenges

Avantia Medical Imaging Clinic, a busy healthcare provider, faced significant challenges due to high patient volumes in their waiting room. While the demand reflected the clinic’s commitment to quality care, it also led to frequent issues with extended wait times and overcrowded conditions. The administrative staff, responsible for managing numerous patient inquiries and appointment scheduling both in person and over the phone, often struggled to keep up.

This high volume of activity sometimes hindered their ability to maintain consistent service standards, leading to patient frustrations and an increase in negative reviews. The growing dissatisfaction among patients highlighted the need for a more effective solution to enhance the patient experience and improve operational efficiency.

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Solution

Enhanced patient care, increased staff efficiency, and improved patient feedback

Avantia Medical Imaging Clinic adopted WaitWell to address the issues of high patient volumes and operational inefficiencies. WaitWell transformed the patient experience by allowing individuals to join the queue remotely or through an on-site QR code, which alleviated waiting room congestion and created a more pleasant environment. This approach offered patients real-time updates and the flexibility to wait from home or the office, greatly enhancing their overall satisfaction.

For staff, WaitWell provided a comprehensive solution by automating patient notifications and streamlining administrative tasks. This reduced the need for manual interactions, allowing staff to focus on other critical functions and improving overall efficiency. The implementation of WaitWell led to a noticeable increase in positive Google Reviews, demonstrating the solution’s effectiveness in enhancing patient experiences and operational performance.

Before WaitWell, our Google reviews were populated with mostly negative reviews populated by those few patients with a negative experience. We were at fault by not having a system to connect with all patients after their exams. Not only does WaitWell set up a positive experience by allowing patients to show up just minutes before their exam, but it also reaches out to all the patients immediately post-treatment. The result has been that both the number and quality of reviews we have received has gone up, at least, 10 fold. ”

Gregory Davies President
Avantia Medical Imaging & Restorative Health
Avantia Medical Imaging & Restorative Health
Results

Introduced WaitWell to substantially elevate patient satisfaction, achieving a notable increase in positive Google Reviews, alleviated waiting room crowding, and streamlined administrative processes, allowing staff to dedicate more time to delivering outstanding care

Having WaitWell manage our patient queue has reduced the amount of time our admin staff are interacting with patients both on the phone and in person. Our waiting room is no longer full of frustrated patients. They now arrive within minutes of their appointment, are taken in quickly and are out the door feeling like they’ve received the VIP treatment.

Gregory Davies President
Avantia Medical Imaging & Restorative Health