Case Study
ACF had the privilege of implementing a regional Federal Healthcare Solution across multiple federal healthcare facilities. This organization oversees more than 60 diverse clinical environments, including healthcare systems, outpatient clinics, medical centers, mental health clinics, and more within the designated region.
The Challenge
Dissatisfied with their previous queuing system, this organization set out to find a more advanced and effective solution. Through their research, they discovered ACF Technologies' Q-Flow platform and were referred to us by another satisfied federal healthcare customer.
Their previous system presented several challenges: it relied solely on paper-based feedback surveys, resulting in low response rates and no way to tie feedback to specific patients. Additionally, the system lacked the capability to create patient IDs, offering only anonymous check-ins. In contrast, Q-Flow provides the ability for patients to check in using their ID cards, streamlining the process and significantly improving patient engagement and feedback collection.
The Solution
During initial discussions, this federal healthcare provider outlined the key objectives they sought in their next queuing platform:
- Consistency and standardization of data across all healthcare sites
- Enhanced workflow efficiencies
- Standardized clinical workflows and processes
- Reduced patient wait times
- Advanced reporting capabilities
Additionally, they required Q-Flow to integrate seamlessly with their feedback survey system. The ACF team would digitize their existing paper-based feedback surveys, enabling them to be displayed directly on the check-in kiosk. To ensure a smooth transition, Q-Flow would be implemented in phases across all locations, supported by a hybrid training model delivered by the ACF training team.
Solution Features
This federal healthcare organization has successfully implemented Q-Flow’s Queue Management Solution across multiple sites, transforming the patient experience. The solution includes the following key features:
- Self-Service Kiosks:
Touch-screen kiosks streamline patient check-ins and enhance accessibility. Patients simply scan their federal ID at the kiosk to check in, and a ticket is printed, assigning their place in line. Post-appointment, patients use the same kiosks to complete feedback surveys. These kiosks are fully ADA-compliant, featuring ADA panels and audio capabilities to ensure accessibility for all individuals. - Digital Signage for Efficient Communication:
Digital displays strategically placed over staff workstations and in lobby areas facilitate seamless ticket calling and patient flow. These TV displays ensure patients can easily track their position in the queue and receive real-time updates on when and where to proceed for their appointments.
- Queue and Route Functionality:
The system optimizes patient flow by integrating
ticketing and routing. After check-in at the kiosk, patients receive a printed ticket with their queue number. When it is time for their appointment, they are directed to the appropriate service desk, reducing confusion and ensuring a smoother process for both patients and staff.
- Integrated Patient Surveys:
ACF rebuilt the organization’s patient survey system directly onto the kiosks. After their appointment, patients can easily complete the survey by entering the survey ID printed on their ticket. This system ensures the survey is linked to the specific patient case and all staff members who interacted with the individual, providing valuable insights for service improvement.
- Customizable Reporting Capabilities:
The Queue Management Solution includes advanced reporting features tailored to the organization’s needs. With the system tracking every step of the patient journey, administrators can access detailed metrics, such as wait times, patient feedback, staff performance, and service times. These insights empower the organization to make data-driven decisions to enhance operational efficiency and patient satisfaction.
The Results
ACF Technologies partnered with this regional federal healthcare provider to revolutionize the patient experience across its facilities. Through the implementation of Q-Flow, the organization achieved significant improvements, including:
- Enhanced Reporting Capabilities: Access to robust, comprehensive data to support informed decision-making.
- Standardized Data Across Locations: Uniform data collection and management processes ensured consistency across all sites.
- Streamlined Clinical Workflows: Standardized processes and workflows improved operational efficiency and reduced variability in patient care.
- Elevated Patient Experience: Patients enjoyed a smoother, more efficient journey from check-in to check-out, fostering satisfaction and trust.
- Reduced Wait Times: Optimized queuing and routing systems minimized patient wait times, enhancing convenience.
- Increased Survey Participation: More patients completed feedback surveys, providing valuable insights for continuous improvement.
This collaboration demonstrates the transformative impact of Q-Flow in delivering a seamless, patient-centric healthcare experience while optimizing operational efficiency. Contact Us today or Schedule a Demo to see how Q-Flow could transform your operations.
