Case Study with The Emmy's Voice
Adriana Young's doctor's practice struggled with a large number of incoming and missed calls that the receptionists were unable to handle. Urgent requests from patients died in a flood of emails requesting prescriptions and appointments. However, even after the implementation of Emma, some people still called. Once Voice of Emma is launched, these patients are mostly operated by a voice bot, and nurses and doctors can sleep peacefully.
Adriana Young, MD, has over 20 years of medical experience. In 2010, she opened a private practice in Dejvice, Prague. The practice registers more than 5,500 patients and employs several doctors.
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
In the fall of 2021, registrars in the clinic broke down under the weight of phone calls. The phones rang non-stop, averaging 250 calls a day in the busiest week. They were unable to handle all the calls. ”Some patients were furious because they spent half a day on the phone - some were lucky, but others did not answer after several attempts” recalls Adrian Young.
October statistics show that the phone rang an average of 156 times during the working day. Nurses and doctors answered about every third phone call (a total of 54 calls) and received 102 calls.
“The receptionists complained that phones ring in their ears even at night” - recalls the doctor. It was then that she began to deal with this unbearable situation. They used an answering machine in the past, but it didn't work. It took a lot of time to rewrite the recordings. So she decided to take advantage from a voice assistant (voicebot) called Emmy's Voice.
Software Emmy was implemented in Dr. Young's office in October 2021, and the system Emmy's voice was implemented in December 2021. using the Daktela virtual switchboard.
”I would have preferred patients to call a polite person, but I knew we couldn't pay four receptionistsThat's why, with the implementation of Emmy's Voice, we've introduced two free hours a day when we have open lines. At set times in the morning and afternoon we turn off Emma's Voice and calls are answered by available staff. During the rest of the working hours, patients call Emmy's Voice. It is not restrictive for patients, they have a choice and most importantly the confidence that they can call us” - says the doctor.
The Voice Emmy accurately transcribes every conversation with the patient , and the transcript is introduced directly into Emmy Software.
See what real examples of transcription look like:
“When the patient reports emergency, we call him back immediately. Non-urgent requests are handled gradually over the course of the day” says Dr. Adriana Young.
Although medical professionals often call back, replace incoming calls with a transcript The text makes sense for several reasons:
Employees praise better organized communication. ”We eliminated confusing phone calls - now that we call patients back, we can prepare in advance. Previously, when patients popped up to us with a question in the middle of a breakdown, they sometimes surprised us and exposed us to unnecessary stress”.
Nurses working with English-speaking patients they also appreciate being able to call patients back when they know exactly what problems they are facing and who they are talking to.
It used to be frustrating for nurses when they had to stop work to make a call. ”Nurses were concerned about the introduction of Emmy's Voice, now they say they wouldn't change that. They are not stressed, they have time to do their job and do not deviate from the tasks assigned to them, they are much happier now” - concludes the doctor.
”With the help of Emmy's Voice, we handle 30% more calls (71 vs. 54) and We have 4 times fewer missed calls”, says the doctor, according to statistics from March 2022, 3 months after the introduction of Voice of Emma.
Leaving a message through Emmy's Voice, however, did not solve the problem with impatient patients. ”When no one responds to their requests within 15 minutes, some come to the office without an appointment, which disrupts our practice” - says the doctor.
Not all patients immediately liked Emmy's Voice. ”Some appreciate the robot - they do not spend hours on a busy line and know that their request will be considered soon. For others, it takes some time. People were initially skeptical about e-exemptions and e-prescriptions, but quickly get used to the changes” says Dr. Adrian Young.
If patients prefer a different type of communication, they can call during the hours that nurses answer calls, or apply directly through Emma's patient portal.
“The workload during the pandemic was enormous, but the pandemic was not over yet, and without Emmy's Voice, the phones would be ringing non-stop again. therefore we will definitely continue to use the voice assistant” he says.
For doctors, Emmy's Voice has another significant advantage - during remote consultations transcript of a conversation with Emmy can be used to launch a telemedicine consultation.
“Many patients enjoy remote consultations during COVID. It is a relief to them that in the indicated cases solve the problem quickly and efficiently, without having to come to our office” - describes the doctor.
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