APRIL 19, 2024 | 8-minute read
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APRIL 19, 2024 | 8-minute read
Improving clinic efficiency while ensuring a great patient experience is a focus for every practice, but providers across certain specialties operate within their own uniquely challenging environments. In the bustling world of urgent care, every second counts and patient satisfaction is an
uphill battle. As Philip Coburn, Chief Operating Officer of TrustCare, puts it, “Nobody wakes up thinking, ‘I can’t wait to visit TrustCare because I might have the flu or my child is too sick to go to daycare.’ Because patients come through our doors feeling unprepared, unhappy, or anxious, the slightest misstep can have a negative impact. From a customer service standpoint, we’re starting underwater so we’ve got to be better. That means everything we use has to contribute to
improving the patient experience.” The technologies and workflows a practice utilizes have the potential to make or break the patient experience and position the business for success.
1. Inconsistent customer support
TrustCare’s previous vendor had scaled its business quickly, leading to a disjointed customer experience. Account managers were often reassigned to other accounts and TrustCare’s main point of contact kept changing. These frequent shifts impacted the team’s ability to optimize adoption and utilization of their digital tools.
2. Frequent system downtime
While digital solutions are implemented with the goal of automating manual tasks and making things easier for everyone, system instability can have the opposite effect. Frequent system downtime with TrustCare’s previous vendor had resulted in frustrated staff and dissatisfied patients. While the goal of digital solutions is typically to reduce incoming phone calls, TrustCare staff instead found themselves spending precious minutes waiting on the phone, trying to get in touch with support. Each system outage triggered a domino effect, squandering valuable staff time and disrupting clinic operations.
Dissatisfied with its previous digital care vendor and wanting to enhance both efficiency and the patient experience, TrustCare found itself at a crossroads. The leadership team resolved to take matters into their own hands, deciding to explore solutions that would holistically enhance the patient journey, spanning from registration to care delivery. Spearheading this initiative was Chief Operating Officer, Philip.
Philip designed a thorough vetting process. The goal was to design a vendor selection process that was as impartial as possible in order to select the best vendor based solely on its ability to support TrustCare’s needs.
Working with his team, Philip laid out a plan to conduct a detailed assessment of 16 digital engagement vendors, including a 65-question request for proposal (RFP) and a series of vendor meetings, attended by leadership from every department, including Marketing and Human Resources.
After scoring each vendor’s features and functionality line by line, TrustCare selected Qure4u as the platform best suited to streamline operations and enhance the patient journey. With its scalable platform and customizable, brandable features, it was clear Qure4u could support TrustCare’s unique workflow needs.
Dedicated CMS & C-Suite Support, Custom forms, Consents-on-the-Fly, Patient Self-Scheduling, Staff-Scheduling, Digital Check-In, and Collections
Qure4u supports every step of the patient journey. TrustCare has not only integrated Qure4u into the workflows of their urgent care centers but the Qure4u platform can grow alongside them. Qure4u solutions can be adapted to solve any challenge, whether it’s accommodating specific provider preferences, facilitating the onboarding of new staff members, managing diverse appointment types or new locations, or expanding into specialties outside of urgent care
.1. Tailored Workflows and Ease of Use
“We chose Qure4u for their exceptional ability to tailor solutions to our specific needs,” explained Philip. “While many vendors expect clinics to conform to their offerings, Qure4u takes a different approach, prioritizing adaptation to meet the clinic’s requirements.
If you’re a mother with a 3-year-old and an infant in the car, and the little one has an earache, the last thing you need is to answer 20 extra questions before we can see you. The flexibility provided with their digital check-in solution ensures a better patient experience, faster throughput, and seamless integration.”
2. Uptime and Support
Like many urgent care practices, TrustCare’s business doesn’t shut down outside the hours of 9 to 5. With clinics open 80 hours per week, TrustCare appreciated the fact that Qure4u support was available to help no matter the time of day.
“When a problem or question did arise, the accessibility and responsiveness of Qure4u’s team was crucial in our decision making process. We were able to easily get in touch with the entire team – including Monica, the founder and CEO, as well as Bill, our implementation specialist, and Kayme, the Director of Product,” said Philip
Qure4u’s unwavering customer support and system uptime of 99.99% were able to address TrustCare’s essential requirements of reliability and accessibility. This, coupled with the platform’s versatility, has enabled TrustCare to support various specialties, without compromising performance or patient experience.
Efficient staff, optimized workflows, continuous support, happy patients
Like many urgent care practices, TrustCare’s business doesn’t shut down outside the hours of 9 to 5. With clinics open 80 hours per week, TrustCare appreciated the fact that Qure4u support was available to help no matter the time of day.
“When a problem or question did arise, the accessibility and responsiveness of Qure4u’s team was crucial in our decision making process. We were able to easily get in touch with the entire team – including Monica, the founder and CEO, as well as Bill, our implementation specialist, and Kayme, the Director of Product,” said Philip.
Qure4u’s unwavering customer support and system uptime of 99.99% were able to address TrustCare’s essential requirements of reliability and accessibility. This, coupled with the platform’s versatility, has enabled TrustCare to support various specialties, without compromising performance or patient experience.
TrustCare has also implemented custom forms, consents on-the-fly, and self-scheduling features, significantly improving registration efficiency and data accuracy while reducing staff workload and increasing patient access.
As TrustCare reflects on the impact of Qure4u over the past six months, they recognize that the journey towards innovation and efficiency is ongoing. Looking ahead, TrustCare plans to leverage Qure4u’s robust analytics and reporting capabilities to further optimize operations and enhance patient outcomes.
Curious to see what Qure4u can do for your Urgent Care practice? Schedule a demo today and discover how you can streamline operations, enhance patient satisfaction, and elevate your standard of care.
Qure4u Inc. 2024