Transforming patient care with the ultimate queue management system for healthcare (Video)

Transcript

Introduction (0:01)

My name is Heather from the WaitWell team, and if you aren’t familiar with WaitWell, we’re a queue management and booking platform. We were built for the busy. Our queue management system is thoughtfully designed from its core structure to its specialized features to support all types of medical practices in providing exceptional patient care and experience.

Platform Overview (0:20)

Let’s take a quick tour of the WaitWell platform for healthcare.

Your patients can join your walk-in queue or make an appointment from your website. For medical practices with multiple locations, WaitWell offers a service locator map. This map may be accessed by scanning a QR code or a website link. WaitWell will embed a real-time service map onto your website. This allows patients to find nearby locations, check wait times, and explore options that suit them best.

As you can see, there are two health center clinics within the City of Calgary. I’ll choose the location closest to me, Center North. On the service locator map, you can see hours of operation and, most importantly, current wait times.

WaitWell can be tailored to accommodate clinics that accept walk-ins, appointments, or a combination of both, ensuring a seamless experience for every patient.

Join Page (1:19)

This is the join page. A patient can join a line or book an appointment from anywhere via a QR code, a website link, or a tablet at your clinic. This page can be customized to your business’s colors, various locations, service types, and queues.

I will go through two examples of patients accessing services. First, joining the walk-in line via mobile device and then booking an appointment. Let’s start with joining the walk-in line.

Joining the Walk-In Line (1:44)

This brings you to our join page, where you’ll see an estimated wait time at the top. In this case, we’re being asked for my first name, phone number, and what service I’d like to be seen for. You can also request attachments like a picture of ID, insurance forms, or even prompt a custom waiver form. These can be created directly in WaitWell based on your clinic’s and appointment type needs. The more fields you add here, the more information you’ll have in advance of the patient’s arrival. This ensures that every patient is prepared for their appointment beforehand, and staff don’t have to transfer information manually.

Also, if your clinic offers virtual appointments, WaitWell can support via phone call or virtual meeting. We can integrate with Google Meet, Zoom, and Microsoft Teams depending on what platform your office uses. These platforms can be accessed directly through WaitWell.

Once the patient joins the line, they will be informed of their place in the queue, estimated wait time, and any information or instructions they may need to know prior to service. WaitWell will send automated reminders via SMS or email, and any custom messaging that you may choose. Two-way texting is also available through our platform. Both the patient and staff member can communicate prior to service. This can certainly help avoid any confusion or delays upon arrival.

Booking an Appointment (3:09)

Okay, let’s show you what it looks like for a patient to book an appointment on desktop. Back to the join page, I will choose my date, my preferred method of service, and my desired time.

WaitWell has its own built-in appointment calendar; however, we can also integrate with Microsoft Outlook and Google Calendar to decrease no-shows. We give the patient full control of their appointment. They can cancel or reschedule their appointment themselves. We can also set it up so the patient has to confirm their appointment via SMS or by email. And that’s booking an appointment. The patient will still get all the reminders and updates just as the walk-in line patient did.

Staff Interface (3:49)

Let’s turn our attention to your staff and show you how easy it is for them to use WaitWell. This is the queue screen. Essentially, everything your front-line staff and practitioner needs is right here. When a patient joins the line, this creates a ticket in the queue. You can see my ticket I just created at the bottom. Looking at each ticket, you can see who they are, what appointment type they’re here for, whether they’re here for a walk-in or appointment, and whether they’re an in-person visit, a phone call, or a virtual appointment.

Our queue screen seamlessly integrates both walk-ins and appointments, improving operational efficiency. If a patient is running late or a no-show, the system will automatically fill that space with a walk-in. Bottlenecks and idle practitioners aren’t an issue anymore.

WaitWell has two-stage waiting, which allows you to control the flow and capacity of your waiting area. Just set the capacity of how many patients you would like to fit inside your office. Tickets can be assigned by a staff member to a specific exam room or by a practitioner by dragging and dropping like this. The practitioner will be alerted to who their next patient is and have access to all the information required to prepare for the appointment.

If you are running a walk-in or the appointment doesn’t have a specific practitioner, then simply hit next, and the queue will automatically move the next patient into the available exam room.

Ticket Actions (5:22)

Let’s look at a ticket. On every ticket, there are a number of different actions. I can write notes on the ticket for future reference. I can send a direct message to a patient. I can prioritize certain tickets, put patients on hold, prompt a waiver form to be completed before the appointment, and lots more.

There’s a full history of every patient on their ticket:

• Full ticket details
• Notes from other practitioners
• A communication log
• Ticket info from all interactions they’ve had at your clinic

To further enhance the flow and access to patient information, we can also integrate with your EHR system.

Data and Analytics (6:01)

Now for my favorite part of the tour: data and analytics. Starting with our real-time dashboard, you can see current and peak wait times, total appointments completed, and no-shows. Managers and owners love having this available to them whether they’re in the office or working remotely from home. You can also toggle between days as well.

All of the reasons we are finding businesses switch to WaitWell are mentioned every time we have a full library of over 32 pre-built and custom reports. Same-day data exploration and historical data are available readily for you and your leadership at any time.

These data points assist leadership in improving their operation, optimizing their workflows, addressing staffing needs, and monitoring performance. Tickets per hour or by practitioner, tickets by appointment type, time spent by appointment type, and wait times, just to name a few of the available reports. WaitWell can even send you a location summary at the end of every day summarizing your daily statistics: peak times, average wait times, no-shows, cancellations, just to name a few of the data points.

Additional Features (7:20)

And that’s it for our tour of the WaitWell platform.

Just a few more components to the WaitWell system that I’d love to highlight:

• Service Accessibility: We remove potential barriers to service. We help patients see or hear that it’s their turn to be served. We send all electronic messages in your patient’s preferred language. We allow patients to receive service from the comfort of their homes. We offer alternative queuing and booking methods to those without smartphones or internet access.
• Staff Scheduling: WaitWell also offers staff scheduling. We monitor your staff activity at a glance for enhanced productivity and organization. You can easily create and manage schedules, track attendance, handle roles, assignments, manage shifts, and approve time-off requests.
• Real-Time Notifications: Reduce wait times, minimize no-shows, and streamline your operations with integrated payments. WaitWell will give your patients the option to pay for services that require it in advance of their appointment.

Closing (8:31)

Well, that’s it for our tour of the WaitWell platform for healthcare. We’d love to set up a custom demo for you so you can see exactly how WaitWell can be configured to serve your business needs. Reach out to sales today.

Thanks!