Live Operation Case Study
Before Emmy was deployed in a urology clinic in the north of Bohemia, the phones rang from morning to evening.
After a month of deployment, phone lines are much more free, and finally, even patients who solve an acute problem are resorted to. In the office, they observe an increase in checked patients, because there are no deaf spots between appointments.
Mgr. Adéla Matyščáková has been working as a nurse for thirteen years — her last year in the urology office of MUDr. Krishny Prasad Sapkota. Her employer for two days during the week he practices in Děčín, two days in Most. Together, both clinics register over 6,000 patients and examine about 45 to 60 people a day.
Podívejte se, jak Emmy pomáhá v ordinaci praktické lékařky.
„Pacienti jsou z Emmy nadšení a já na jedno kliknutí přeobjednám celé odpoledne.“
MUDr. Jana navrátilová
Mgr. Adéla Matyščáková
nurse in urology office
”When I joined the practice, only pencil and paper were used to book patients. It took an awful lot of time, was inefficient, and I've been answering one phone call after another since I came to work” - recalls Adéla Matyščáková.
But the patients were also dissatisfied. It often happened that they did not call the clinic, because She was always busy. And when the line was free, the nurse took a sample from another patient and could not answer the call.
From the very beginning, she was looking for ways to improve patient communication with the practice. Over time, she created an electronic journal in outpatient software. However, this did not solve the problem:
”Patients could not choose their own appointments in it, so the phone kept ringing, and I had to rewrite to the computer the data that I received on the phone”.
See how Emmy helps in the office of a practical doctor.
“The patients are excited about Emma and I will order the whole afternoon in one click. ”
MUDr. Jana returtilova
”I had to find a system where I could communicate with patients during working hours, without having to use the phone 80 times a day“- says the nurse. She knew that many tasks could be easily automated. For example, a simple appointment for a preventive examination or a prescription order.
She wanted patients to use the new system:
However, due to the ongoing digitization of the practice and patient records, the choice of an online booking system has receded into the background. “The turning point came when I sent an email to Dr. Fischer to book an appointment with her for our patient. Then I received a reply informing me to use Emmy to book an appointment” - says the nurse, describing how she found out about Emmy.
She went to the website, read what Emmy could do and booked a patient. ”Right after that, I called Emmy's office and said we wanted to have her in the office, too” - he laughs. She was fascinated by how simple, fast, and at the same time functional the solution offered by Emmy was.
The doctor supported her in the decision to buy Emmy:”He told me that if I was happy with Emmy and I believed that she would make it easier for us to communicate with patients, then I should definitely try”.
The launch of the Emmy was handled by the nurse and Dr. Sobotka, co-founder of Emmy. The installation of the program is scheduled for Saturday. ”I made coffee and breakfast and together we installed the program remotely from our kitchen. It took about an hour” he says.
Since Emmy is tailored to the needs of general practitioner offices by default, it was first necessary modifying the requirements for the urology office. Of course, Emmy takes this into account and can adapt to other specialties, as well as urology.
”Mr. Sobotka explained everything to me clearly and in detail, so there was no reason to delay using Emmy. In one day we had everything set up, contacts imported and the next day we were Ready to work in both offices“- says the nurse.
The nurse highlights Emmy's clear and intuitive interface. ”The day we deployed the Emmys, Mr. Sobotka called me to see if everything was alright - that I wasn't calling. I assured him that we had no problems with Emma and that everything was going smoothly.“- laughs the nurse.
See how Emmy helps in the office of a practical doctor.
“The patients are excited about Emma and I will order the whole afternoon in one click. ”
MUDr. Jana returtilova
Emmy prepares Patient information sheets for waiting rooms and other resourcesto help practices inform patients. Adéla Matyščáková also used them. On the day of the software implementation, she printed out Emmy's informational texts, placed them in the waiting room and stuck them on the office door.
”I do this in such a way that after the examination, I bring patients directly to Emmy and give them an A4 sheet to take home with precise instructions on how to communicate with us. So far there have been no problems“- explains the nurse.
When patients called, the nurse immediately dealt with acute cases. If, on the other hand, the request was less urgent, she asked the patient to send it through Emmy.
The nurse has verified in practice that even older patients can work with Emmy. If they are able to write an email, they will usually handle Emmy. ”Last week we had a patient who is 86 years old. But in general, I have the feeling that he is about 70 years old. I don't push Emmys in my older years, but they often take an Emmy flyer from me and a family member orders it. To be sure, I also put on it the phone number for the clinic“- says the nurse.
”Patients are as excited about Emma as I am. They used to yell at me on the phone and were furious because it was virtually impossible to make a follow-up appointment over the phone. It was even worse if it was an urgent problem“- says the nurse. A month after Emmy's introduction, the office phone is much less busy and in the end even older patients and emergencies are answered.
The first reaction he most often hears from patients is: ”Hey, you're finally communicating with us!”. and adds that they are right. ”Patients are now much calmer because they know where to turn. And they can rest assured that we will resolve their request as soon as possible”.
So far, she has met with a negative reaction only twice: “They wereare retired patients who told me they wouldn't try any new system and stay loyal to the phone”.
Before Emmy, the office struggled mainly with communicating with patients. ”We had a lot of work to register people, let alone answer calls from patients waiting for appointments. Because of this, we often had blind spots between visits. Now we have patients enrolled from morning to evening at ten-minute intervals, and doctor praises better filling of surgery time” - assesses the nurse.
Even now there are situations when the nurse does not answer the phone. In this case, she sends a programmed text message saying she is currently busy and refers her back to Emmy or asks patients to call back later.
”Which is absolutely great, and a month ago it was impossible - regardless of whether I am in Děčín or Most, I can coordinate a second practice because I have all the information in one place”- says the nurse.
Another change is that patients do not have to make appointments only during fixed working hours. If they have problems on Saturday, for example, they can make an appointment online right away, instead of waiting until Monday.
Currently, within just a month of implementation, the practice handles about 10 inquiries a day through Emmy. As a result, telephone lines are much less loaded. However, the nurse expects that the percentage of inquiries coming from Emmy will increase in the future.
”I save up to an hour Every day, and I expect more in the future. After a month, I think this is a great result” - assesses the current situation.
New patients can do it themselves prepare a complete medical history at Emmy. ”I ask them to fill in the data at home, and then we flip it over to the medical system in the office and check in a moment to see if everything is right. This is a great solution for us. This saves a lot of time, because patients do not hunt around the office to remember what diseases they had” he says. They use the original outpatient system to disconnect and communicate with insurance companies. All the rest is now handled by Emmy.
See how Emmy helps in the office of a practical doctor.
“The patients are excited about Emma and I will order the whole afternoon in one click. ”
MUDr. Jana returtilova
”Thanks color-coded resolution of each procedure At Emmy, I know exactly what to prepare for, without having to unpack the patient who will be next. I need to know whether the patient comes for cystoscopy or for the usual prophylaxis. Now I don't have to wonder which patient is next and whether I will be able to get to him on time. Everything important is always in my sight“- explains the nurse.
See how Emmy helps in the office of a practical doctor.
“The patients are excited about Emma and I will order the whole afternoon in one click. ”
MUDr. Jana returtilova
About Emmy, it is a great helper in organizing time and facilitating communication with patients. “I would definitely recommend Emmy to other clinics as well. You will find that she can do a lot of tasks comfortably for you and become your great partner. I can't imagine, and I don't even want to imagine, going back to our old ways — to pencil, paper, and a screaming phone“,” the sister intended.
Mr. Doctor is also positive and is extremely satisfied with the investment in the new system. He doesn't use Emmy himself, he just looks into it. He sees that the operation of the office is now running smoothly, the nurse has everything under control and is at his fingertips when needed. Patients are much calmer and the online booking system works at number one.
Schedule a no-obligation online presentation with us. We will introduce you to Emmy and answer all your questions.
Founder and Chief Medical Officer of Emma
Founder and CEO
For technical questions or interest in Emma, you can contact us at pomoc@mojaemmy.pl
Call us at
+48 732 059 615