The Challenge:
Frederick Health, a leading healthcare provider in Maryland, faced a critical challenge: their existing queue management system was scheduled for discontinuation at the end of 2024. Frederick Health needed a robust, reliable, and integrated solution, and they needed it quickly.
The Solution:
Through connections within the Meditech MUSE users’ group, Frederick Health discovered PatientWorks. After thorough evaluation and discussions, Frederick Health signed an agreement to implement the solution.
The solution encompassed:
- 12 Kiosks: both enclosure and desktop models, providing an intuitive patient check-in experience.
- 6 New Displays: Strategically placed in lab waiting areas, these displays provided clear, real-time queue status updates, reducing patient anxiety and improving transparency.
- Text Messaging Notifications: Implementing PatientWorks’ text messaging feature allowed patients to receive updates on their queue status directly to their mobile devices, enhancing convenience and reducing wait time anxiety.
- In-House Hosting: Frederick Health opted for in-house hosting of the PatientWorks software, ensuring maximum control over patient health information (PHI) and maintaining strict compliance with privacy regulations.
- Meditech Expanse Integration: Seamless integration with Frederick Health’s Meditech Expanse EMR system enabled efficient patient verification, appointment confirmation, and walk-in management.
- Staff Empowerment: 25 staff members were trained on the PatientWorks system, empowering them to effectively manage patient flow and optimize the patient journey.
The Results:
PatientWorks successfully implemented the Queue Management Solution well before the year-end deadline,
- Seamless Transition: Frederick Health avoided any disruption to lab operations, ensuring continuity of service for their patients.
- Enhanced Patient Experience: The Meridian Kiosks, clear displays, and text messaging notifications significantly improved the patient experience, reducing wait time anxiety and streamlining the check-in process.
- Improved Staff Efficiency: The intuitive PatientWorks software empowered staff to effectively manage patient flow, optimize resource allocation, and enhance overall efficiency.
- Data Security: In-house hosting provided Frederick Health with complete control over PHI, ensuring data security and compliance.
- Meditech Expanse Integration Success: The integration with Meditech Expanse worked flawlessly, streamlining patient verification and appointment management.
Conclusion:
Frederick Health’s successful implementation of the PatientWorks Queue Management Solution demonstrates the power of a well-designed, integrated system in optimizing patient flow and enhancing the overall healthcare experience. Frederick Health ensured a seamless transition and empowered their staff to deliver exceptional care. PatientWorks provided a robust, reliable, and secure solution that met Frederick Health’s specific needs, solidifying their commitment to providing high-quality healthcare to their community.