Live Operation Case Study
When Dr. Karla Hladik started using Emmy,
Phones in the office finally stopped ringing
and she could focus on her work without being distracted.
She also stopped hiring another nurse for one day a week whose only job was to answer calls.
Karla Hladíková is a general practitioner with 14 years of experience. Works in the Olomouc region and it has three offices.
One in Potstat and the other in Olšovec and Partutovice. In total, it records 1920 patients.
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 run 3 offices in a small town and surrounding villages. More than half of my patients are over 50 years old. They quickly got used to the change and send 80% of inquiries through Emmy.”
Thanks to this, I no longer bother with constant calls. I can concentrate on the patient in front of me and there is no risk of making a mistake through inattention.”
MUDr. Karla Hladíková,
general practitioner in Olšovec and Potštat
Like other doctors, Karla Hladíková also felt exhaustion during the COVID-19 pandemic.
While it normally sees an average of 54 patients a day, during the pandemic it was up to 100 people a day. ”It was terrible, my nurse and I told each other we couldn't take it anymore” - recalls Karla Hladíková.
The main communication tool in her office was the telephone, since the doctor did not have a work email. But family and friends often wrote to her private email, on WhatsApp or sent her text messages. Another method of communication was knocking on the windows of the offices, which are located on the ground floor of the buildings.
The largest influx of patients occurred on weekends, so the doctor hired Another Nurse for Mondays.
”Her only job was to answer the phone. She always assured the patient that we would resolve his request satisfactorily, wrote down his number and said we would call him back later and immediately informed him that it might be late in the afternoon” - says the doctor.
Although the calls were received mainly by the nurse, the doctor did not feel at ease.
“OnFor example, I examined a patient when a nurse came with another patient on the phone, who called for blood test results, wanted to make an appointment or ask for a printout of medical records. There was so much work and so many calls that I began to worry that I will make a mistake” says Karla Hladíková.
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
When Karla Hladíková heard about Emmy, a virtual setter who automates routine communication between doctors and patients, she was intrigued.
“I immediately wanted Emmy. I knew this was our only chance to survive this difficult time in good health and not go crazy “- laughs the doctor.
After watching a demo of the software during an online meeting, she confirmed that Emmy is indeed the one. Therefore, the very next day she organized the implementation of Emma. The implementation went very quickly.
“I remember it was a Thursday when I don't have surgery until the afternoon. They implemented Emmys in the morning, and I wrote an informational text on the website. In it, I explained that Emmy will allow us to cope with the excess of work and asked all patients under 60 to help during this difficult time. I asked them to sign up and start using Emmy. In the afternoon I opened the office and immediately started working with Emmy “- says the doctor.
We asked everyone who called right away to help us and try to register for the Emmys. The nurse and I explained that this is not an obligation, but a request for cooperation.
The nurse in Karla Hladíková's office knew how to use the computer, but until now she was always able to handle only basic controls and called herself a computer “baby”.
”I got her into it a little bit. When she came to work in the afternoon, I told her we were going to use Emmy and explained how it worked. At first she worried She felt like she was pressing badly, but she got used to it very quickly. and finally accepted that it was a good idea”.
Simplicity of control was also evident when Karla Hladikova needed a crowd.
”I traveled with my family for spring break, and my 70-year-old mother, who is also a doctor, was replacing me during the surgery. Thanks to Emmy, she learned on the spot”, says Karla Hladíková.
Now, after six months of implementation, approx. 80% Submissions are from Emmy. ”More than half of my patients have over 50 and doing well with Emmys. For example, I just received a request from a seventy-one year old patient”, says the doctor.
Emmy is not a barrier even for older patients. For them, family members who can work with Emmy usually get things done in doctor's offices. They can, for example easy to ask for a prescription for medication through the software.
”Some young patients are downright excited about Emmy. Only once did I get a negative reaction, from both young and elderly patients” - he recalls.
The person in question did not want to use Emmy and said she was deregistering. In the end, however, he did not look for another doctor and began to use Emma like everyone else.
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 to Emmy, the phone in the office no longer rings continuously, and Karla Hladíková can concentrate on her work.
”When a patient calls, I have to answer immediately. But when he writes through Emmy, I have time to review his medical history, study the results of the research, and calmly reflect on the best course of action. This is a huge advantage for me”, he explains.
He adds that he and his nurse repeatedly instruct patients that Emojis are not used to solve acute conditions and problems, and that in that case they should call the office directly.
It also happens that I call the patient myself when his requirements for Emmy are not clear and when a personal meeting is more appropriate”.
Emmy brings her peace of mind in other ways as well. ”It was very difficult during the pandemic. At two o'clock in the afternoon, my sister and I completely backed out of it. But we drank coffee, sat down at the computer and took turns dealing with Emmy's requests. It was nice suddenly not having to talk to anyone, neither in person nor on the phone, and be able to do everything in peace”.
Her practice also uses an appointment scheduling feature. The patient sends a request, the doctor assesses whether a personal visit is needed and makes an appointment reservation available to the patient.
”Before COVID, I had maybe 20 people in the waiting room. Now I book them at fifteen minute intervals, so there are a maximum of three people in the waiting room. People are happy that they don't have to wait for hours I don't want to go back to the old system. Patients like an empty waiting room and are happy to make an appointment for a specific time”.
The doctor liked the feature in Emmy, which allows her to inform patients about the current office hours. For example, if he goes to vacations, enters information into the software in advance.
”Then, when patients want to send a request, they can see when the office will be closed and where they will be treated in an emergency. That way they don't have to call the mayor to find out what happens when no one answers the phone in the office”.
And if people send a request, for example during the holiday season, Emmy delivers automatic message, so that they do not have to wait for it to be processed that day, which is what they are used to in the case of Dr. Hladikova.
The doctor also appreciates the fact that can see your communication history at Emmy. ”Several times it happened to me that the patient claimed that I told him something different than in reality. All I had to do was open the Emmy, look at the story, and the problem was over” he says.
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
For all the time I used Emmy, I had to consult her only twice.
”If I wrote to customer service, I received a response within a few hours. One time, when the matter was urgent, I called and I was immediately called back”.
The only technical problem she experienced was Internet-related. He fell for a day in her office. The doctor could not cope with requests from Emmy, and also missed the appointment calendar. She had to temporarily return to the phone and paper.
”Unfortunately, nowadays I can't be without the internet. I will not write an e-note, I will not write an e-prescription. Therefore, I have already organized a backup Internet resource to be prepared for a breakdown”.
In addition to peace of mind, Emmy also brought the doctor time savings.
”Thanks to Emmy, I save an hour or two a day. When the patient called earlier, I wrote down his symptoms on paper, explained the next treatment or therapy, and then prescribed notes to the computer. I issued an e-memo and then called the patient back to let him know that the case was already taken care of. Now people type everything into Emma, and I I'm just copying it to the decors. As soon as I issue a sick leave or deal with another request, I inform the patient through Emmy”.
“I am very happy with Emmy, it saves me a lot of time and energy and gives me peace of mind ”, concludes Karla Hladíková.
For technical questions or interest in Emma, you can contact us at pomoc@mojaemmy.pl
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