Queuing systems: the vitals

In the last post, I mentioned that I would go deeper into queuing systems in the next writing.  As mentioned earlier, a queuing system basically tracks each patient as they move from point to point during a visit to the office.  In addition to noting which patients are where in the office, you can also see how long the patient has been in that area.

At My Practice Engine, the primary experience we have had with queuing systems is building one from the ground up.  Our patient flow protocols were already in place and our IT team built queuing into our practice management system around those protocols.  

In sum, a queuing system, when used properly, can provide extremely valuable information.  The key phrase there is “when used properly” because if used improperly, it is a waste of hardware and software.  We had one manager simply go in at various times of the day and mark every patient in the office as checked out.  So, at a specific time of day, 15 people all left at once.  I hope they had someone to hold the door for the rush of folks.  

When used properly however, there are a number of ways to use one.  One extremely simple way is to note the time a patient arrived at the office and the time that person left.  Now, that isn’t the hardcore “queuing” or tracking that the term traditionally implies, but can give you useful information.  Here’s how: 

Winning the waiting room

In our last post, we unearthed the somewhat obvious finding that people do not like to wait.  If it’s waiting for appointment day or waiting in the appropriately-named waiting room, people generally have better things to do than to sit around.  Here, we address the in-office waits that can cause blood pressures to rise and patient schedules to be upended.

We certainly understand that things happen during the patient day.  Shorts suddenly become longs, unanticipated discussions arise and even impromptu bathroom breaks can turn a day packed with patients into a day and night packed with patients.  Even the most efficient, well-oiled machine of a practice will experience hiccups.  

On the other hand, some practices can somehow take a light, 25-appointment day and turn it into a overtime-generating mess.

Here are some tips and techniques to minimize and soften the waiting room experience.

Here's what your patients are thinking

In previous posts, we’ve discussed polling your patient base via an e-mailed or in-office survey to gauge how they feel about important aspects of your practice.  That feedback can then help guide your future decision-making to provide the best possible patient experience.  

In our practices in Spain and Mexico, we recently surveyed a fair number of patients in anticipation of managers’ meetings in each country.  So that you can combine with your own surveys or get a feel for what patients are saying, here are some key findings that may apply in your own case.

At this point, just before the jump, I’d love to throw a little linkbait at you by telling you that the results are absolutely SHOCKING, but they aren’t.