The Florida Department of Health in Lake County plays a pivotal role in advancing and safeguarding public health in the Lake County community. Tasked with a diverse array of responsibilities and services, the department encompasses vital programs such as WIC, clinical and nutritional services, wellness initiatives, community health planning, environmental and public health oversight, emergency preparedness and response, and infectious disease services.
The Florida Department of Health in Lake County (DOH) identified the need for an upgraded solution to transition from traditional to digital methods. Before implementing Q-Flow, patients at Lake County DOH used a paper sign-in system for clinical appointments. This created legibility issues and sometimes resulted in patients forgetting to sign in. Additionally, the existing scheduling system lacked sufficient personal information about clients. Recognizing these challenges, Lake County DOH sought a more advanced system that could provide a comprehensive view of daily operations, including detailed patient information, streamlined staff scheduling, and improved data visibility.
The Lake County Department of Health aimed to achieve several objectives by adopting Q-Flow across its three locations. These objectives included streamlining the scheduling process and engaging patients earlier in the scheduling journey to capture more information before appointments.
Led by IT Manager Duvonne Berry and Senior Clerical Supervisor Elizabeth Henderson-Winfield, the Q-Flow implementation was introduced rapidly across Lake County's health clinics. Each clinic transitioned to Q-Flow in just one to two days. The system provided clinical staff with enhanced operational visibility by displaying staff names, responsibilities, and enabling a more organized workflow throughout the clinic. Feedback from clinical staff highlighted Q-Flow’s effectiveness in helping the department achieve its operational goals.
Q-Flow improved both patient and staff experiences by managing wait times through a streamlined self-check-in process and more efficient appointment scheduling. Lake County DOH is leveraging the following Q-Flow capabilities for its patients.
Recognizing the diverse patient population in Lake County, the Department of Health implemented a multilingual patient journey. Patients select their preferred language at the kiosk, and that language preference follows them throughout the entire journey. Notifications via SMS and email, lobby announcements, and routing to bilingual staff members are automatically aligned with the patient’s language preference. This process helps ensure clear communication and accessibility for patients from diverse backgrounds.
Q-Anywhere enables patients to check in using their mobile devices upon arrival. Patients receive text notifications when staff are ready to provide service. This allows patients to wait in their cars, outdoors, or nearby instead of remaining in the waiting area, improving comfort while maintaining efficient service flow.
After each visit, patients receive an SMS message inviting them to complete a short feedback survey. Since introducing this feature, Lake County Department of Health has seen a significant increase in patient participation, providing valuable insights to support ongoing service improvements.
The collaboration between ACF Technologies and the Florida Department of Health in Lake County has delivered measurable improvements across the county’s facilities. Since the initial implementation in August 2023, Duvonne Berry and Elizabeth Henderson-Winfield have reported several positive outcomes: