For a span of two years, ACF has provided extensive support to a multitude of military treatment facilities (MTF) within this healthcare provider. Emphasizing the importance of combat support, the MTF focuses on establishing advanced and resilient Health Delivery Systems. Their key areas of focus encompass pharmacy and public health services, medical education and training, and health information technology.
The military treatment facility, which was already a client of ACF, had implemented Q-Flow across their medical facilities. However, due to the decentralized administration and fragmented data system of their existing solution, they desired to centralize and consolidate their operations at an enterprise level. Key stakeholders within the military treatment facility aimed to standardize different departments such as pharmacies, medical clinics, and medical services.
They were also looking for enterprise cost and resource reduction, integration with existing systems like appointment check-in, pharmacy automation, and walk-in wait times, and the ability to meet and surpass the functionality of their current legacy solution without any disruption in clinical operations during the transition process.
ACF’s team of workflow analysts partnered with this federal healthcare provider to implement a streamlined enterprise-wide clinical workflow solution on the Q-Flow platform. The team successfully migrated and updated the patient workflow solutions to the newly consolidated environments with minimal downtime for clinical services.
This solution was designed to achieve the following goals:
Upon arrival, patients check themselves in using the interactive kiosk, identifying themselves, the reason for their visit, and additional demographics. Once this step is completed, the kiosk generates a printed ticket or sends an SMS notification to the patient.
The military treatment facility possesses the capability to monitor wait times and patient workflow throughout the region. Leaders at the facility are granted access to comprehensive reports that highlight details regarding the patient experience. This standardized approach facilitates efficient monitoring and analysis of patient wait times and clinical workflows.
Once the patient has successfully completed the check-in process, a customized form tailored to their specific medical requirements is generated upon request. This form is promptly transmitted to the reception area, ensuring seamless communication. The generation of the form can be automated based on various factors such as check-in status, incoming calls, or patient transfers. To ensure precise tracking, timestamps are implemented throughout the entire process, capturing each step accurately. Once the form is completed, patients are directed to a designated waiting area for further assistance.
Q-Flow deployment to new sites was made more efficient by reducing on-site services and moving to a remote configuration, deployment, and training model. Enterprise standards and workflow templates were created and deployed to reduce time and costs.
The standardization of the patient interface encompasses various aspects, including lobby signage, kiosk design, staff interactions, and clinical workflow processes. By implementing consistent and uniform practices across these areas, the military treatment facility ensures a streamlined and cohesive experience for both patients and staff members.
Comprehensive reports and patient workflow-specific data points offer an in-depth analysis of virtual queues, patient wait times, staffing requirements, and efficiency. These reports are generated at site, regional, and enterprise levels. By leveraging this data-driven approach, the military treatment facility can make informed decisions regarding resource allocation and operational optimization across all facilities.
ACF provides on-site and virtual training sessions to ensure consistent and uniform onboarding of staff members in relation to enterprise standard workflow processes. These standardized training programs equip staff with the knowledge and skills required to effectively adapt to and implement updated procedures. Virtual sessions were recorded to support future onboarding and maintain consistency with established workflows and processes.
The military treatment facility experienced several positive outcomes as a result of implementing Q-Flow, including:
The successful collaboration between ACF Technologies and this federal healthcare provider has yielded remarkable results, empowering the multitude of medical treatment facilities to deliver enhanced services and improve various aspects of their operations.
Is your organization crying out for the kind of queue management system that’s transformed this government agency's wait-time problems?
We are more than happy to investigate how we can work with you to transform your customers’ experiences every time they interact with your organization and dramatically increase your operational performance. Our experts value the opportunity to combine their knowledge and experience with technology that enables an improved journey design and optimal customer experience.