New tool to help increase efficiency and patient satisfaction

They say that one of the few things in life that is guaranteed is change. At Tay River Health Centre, we’re constantly looking for opportunities and solutions to better serve you, our patients, based on feedback we receive directly from you. We heard concerns that it can be hard to get through to us on the phone, that check-in can sometimes take too long, and that it occasionally feels like it takes longer than it should to be seen. 

It was time for a change and we took action based on the feedback you gave us. At the beginning of January, we introduced a new tool that helps reduce bottlenecks and wait times in person at the reception desk, and assists patients in moving about the clinic efficiently and effectively. It includes a self-check-in so you can skip the line at reception and also features a self-navigation system.

Here’s how it works: once you check-in, your first name and last initial is displayed on a TV in the waiting room along with an anticipated wait time to see your provider. When it's your turn, the system assigns you to an exam room, the TV makes an audible chime sound and calls your name, letting you know where to go. Make your way to the exam room you’re assigned to and your clinical team will meet you there! 

We realize a draw-back is that it takes away the personal touchpoint that patients previously had when being roomed by our exceptional staff members, or sometimes even the doctor themselves. Our intention is not to take away touchpoints with our patients, but to focus them where they are essential – delivering  patient care in a timely and effective way. In the medium- to long-term we expect that using this tool will allow us to serve you better by allowing us to be more accessible to our patients over the phone and keep the day running smoothly and on schedule.

Change is hard, we get it. At times it's been challenging for us, too. We had to help design the system, then we had to learn it, and we're still making tweak it to optimize it. In the end, we feel that embracing change is better than resisting it and we hope that you'll embark on that journey with us. If you are hesitant about using it or unsure about how to, our staff is more than willing to show you and answer any questions you may have.