Case Study - Center for Orthopaedics
Overview
Lake Charles, LA's Center For Orthopaedics ("CfO") is the region's largest, independent orthopaedic practice.
In 2009, CfO has pioneered the regional movement toward seamless computerized patient care, when it opened its new offices: introducing the first health care practice in the state custom-designed to enhance patient care by digitally integrating every aspect of the patient experience, from appointment scheduling, patient checkin, getting test results, interactive education, follow-up and more.
Q-nomy took center stage in this project, alongside additional components provided and integrated by GE Medical.
The Challenge
CfO had set very ambitious guidelines for the project. In the words of John Noble, Jr., MD: "Our focus is to provide patient-centered, not doctor-centered care. We are here to serve the patients, not the other way around. We've designed every detail of our office with patient convenience and care in mind. In no way will technology be a substitute for the irreplaceable element of face-to-face interaction, but it will serve to improve our efficiency and accuracy, enabling us to spend more quality time with our patients, allowing us to recapture the personal aspect that has become lost in some areas of health care".
Basically, CfO were looking to streamline medical processes, and to improve the level of service in objective terms (time spent by patients during various steps of the process) as well as patient satisfaction and perceived quality of treatment.
The Solution
Q-nomy implemented an innovative flow management solution, fully based on its Q-Flow® software platform. The first and foremost part of the solution is the innovative reception system.
A self-service kiosk at the CfO entrance allows for quick, easy and secure check-in with a key pad or by simply swiping a driver's license. The friendly interactive application lets patients visually identify their ailments or injured body parts, provides further information and captures the patient's signature for an electronic consent form.
Manual check-in at the front desk remains an option, and a patient service representative greets patients, answers questions and provides any needed assistance.
The advanced queue management system, which is integrated with GE Medical software and waiting room digital signage, takes care of the rest of the process.
In the waiting area, a large video screen displays interesting facts, trivia and office information. Wi-Fi access is available in the lobby, as well as private PC terminals. Each of the 29 examination rooms are further equipped with computers, which allow physicians to view the patient's complete medical history in one easy-to-reference format, including X-rays, lab tests, medications, and notes from previous visits, and more.
From this computer, images and educational information can be displayed on large flat-screen monitors on the wall of the exam room, enabling the doctor to provide more detailed and easily understandable explanations and instructions to the patient about their specific condition.
CfO physicians can then make additions to the patient chart, write prescriptions, order x-rays, make referrals, and note any other updates right on the exam room computer.
Q-nomy's patient tracking system was also implemented, allowing staff to monitor the clinic's efficiency and make adjustments on a daily basis.
The Results
"The technology is exciting, but what is more exciting is what the technology allows us to accomplish for our patients. Our goal is to give our patients an improved ability to manage their care experience with us. We want to reduce time spent in the waiting room, increase the quality of time spent with the physician, and refine the level of personal customer care with the benefits of modern technology," adds physical medicine and rehabilitation physician Craig Morton, MD.
Geoffrey Collins, MD:
“every aspect of the patient experience is documented digitally. Not only does this allow for greater efficiency, it reduces the potential for human error. We didn't become doctors to spend all of our time on paperwork. We want to spend time with our patients, helping them get back to the things they like to do. We're confident that what we have created here will make this a much smoother process for our patients”
