How University Reproductive Associates uses WaitWell to manage their morning clinic rush

About the project

Streamlining patient flow at University Reproductive Associates

University Reproductive Associates (URA) operates three locations across New Jersey, specializing in reproductive health services with a focus on helping individuals and couples achieve parenthood. With a Morning Monitoring Clinic that draws up to 60 patients daily, URA needed a solution to manage patient flow, particularly during their busiest hours. In January 2021, URA implemented WaitWell’s queue management system to streamline check-ins and reduce patient wait times, resulting in a 33% improvement.

Overview

URA’s Morning Monitoring Clinic operates from 6:00 a.m. to 9:30 a.m., drawing large numbers of patients each day for blood work, ultrasounds, and temperature checks. Before implementing WaitWell, patients were lining up outside as early as 5:00 a.m., often leading to disputes about who had arrived first. COVID-19 restrictions only added to the challenge, forcing staff to manage social distancing, temperature screenings, and limited waiting room capacity.

“WaitWell helped us manage the entire process, and we no longer need someone outside checking patients in. Our staff is back inside being productive.”

Agnie Machin
Clinic Manager, University Reproductive Associates

WaitWell’s virtual queue system helped URA solve these problems by digitizing patient check-ins and allowing patients to wait in their cars or nearby while receiving real-time updates on their position in the queue.

Challenge

Managing high patient volumes with capacity restrictions

URA’s Morning Monitoring Clinic faced the challenge of managing up to 60 patients per day during peak hours. COVID-19 protocols further complicated the process, requiring staff to perform daily temperature checks and screenings. Patients were often frustrated by long waits and unclear queue order, and staff were stressed from managing the increased workload while maintaining compliance with health and safety measures.

Solution

WaitWell’s virtual queue and automated workflow

URA implemented WaitWell’s queue management system to simplify patient check-ins and eliminate the need for staff to manage lines outside. Patients could join the queue by scanning a QR code or sending a text, allowing them to wait comfortably in their cars while receiving real-time updates on their position in line. The system also streamlined the process for staff, enabling them to prioritize patients, handle COVID-19 waivers automatically, and continue their work without constant interruptions.

Results

33% reduction in wait times and improved staff efficiency

Since implementing WaitWell, URA has seen a 33% reduction in patient wait times and a significant decrease in staff stress. Patients can now check in remotely, eliminating crowding in the waiting room and reducing confusion about queue order. Staff have found the system easy to use and appreciate the ability to focus on other tasks while the queue runs smoothly in the background. Additionally, WaitWell’s responsive customer support has allowed URA to customize the system to meet their specific needs, such as implementing a daily code change to ensure fairness in the queue.