Federal Healthcare
For a span of two years, ACF has provided extensive support to a multitude of military treatment facilities (MTF) within this healthcare provider. Emphasizing the importance of combat support, the MTF focuses on establishing advanced and resilient Health Delivery Systems. Their key areas of focus encompass pharmacy and public health services, medical education and training, and health information technology.
The Challenge
The military treatment facility, which was already a client of ACF, had implemented Q-Flow across their medical facilities. However, due to the decentralised administration and fragmented data system of their existing solution, they desired to centralize and consolidate their operations at an enterprise level. Key stakeholders within the military treatment facility aimed to standardize different departments such as pharmacies, medical clinics, and medical services. Further, they were looking for:
Enterprise cost and resource reduction.
Integration with existing systems like Appointment Check-in, Pharmacy Automation, and Walk-in Wait Times.
Meeting and surpassing the functionality of their current legacy solution without any disruption in clinical operations during the transition process.
The Solution
ACF’s team of workflow analysts partnered with this federal healthcare provider to implement a streamlined enterprise-wide clinical workflow solution on the Q-Flow platform. Our team successfully migrated and updated the patient workflow solutions to the newly consolidated environments with minimal downtime for clinical services. Further, this solution would achieve the following goals:- Reduce total costs for software licensing by consolidating all sites to a single enterprise license.
- Lower the costs for deploying Q-Flow to new sites. Costs were lowered by reducing on-site services and moving to a remote configuration, deployment, and training model.
- Drive operational efficiencies through standardization across departments.
- Centralised administration and enterprise-wide reporting built on common data sets.
How Q-Flow Was Used:
Check-In Kiosks
Upon arrival, patients check themselves in using the interactive kiosk, identifying themselves, the reason for their visit, and additional demographics. Once this step is completed, the kiosk generates a printed ticket or sends an SMS notification to the patient.
Administration Level Reporting
The military treatment facility possesses the capability to monitor wait times and patient workflow throughout the region. Leaders at the facility are granted access to comprehensive reports that highlight details regarding the patient experience. This standardized approach facilitates efficient monitoring and analysis of patient wait times and clinical workflows.
Documentation Printing
Once the patient has successfully completed the check-in process, a customized form tailored to their specific medical requirements will be generated upon request. This form will be promptly transmitted to the reception area, ensuring seamless communication. The generation of the form can be automated based on various factors such as check-in status, incoming calls, or patient transfers. To ensure precise tracking, timestamps are implemented throughout the entire process, capturing each step accurately. Once the form is completed, patients will be directed to a designated waiting area for further assistance.
Streamlined Deployments
Lower the costs for deploying Q-Flow to new sites. Costs were lowered by reducing on-site services and moving to a remote configuration, deployment, and training model. Enterprise standards and workflow templates were created and deployed to reduce time and costs.
Clinical Workflow Standardization
The standardization of the patient interface encompasses various aspects, including lobby signage, kiosk design, staff interactions, and clinical workflow processes. By implementing consistent and uniform practices across these areas, the military treatment facility ensures a streamlined and cohesive experience for both patients and staff members.
Q-Flow Reports and Insights
Comprehensive reports and patient workflow-specific data points offer an in-depth analysis of virtual queues, patient wait times, staffing requirements, and efficiency. These reports are generated at various levels, including site level, regional level, and enterprise level. By leveraging this data-driven approach, the military treatment facility can make informed decisions regarding resource allocation and operational optimization across all facilities.
Standardized Training
ACF provides on-site and virtual training sessions to ensure consistent and uniform onboarding of staff members in relation to the enterprise standard workflow processes. These standardized training programs equip the staff with the necessary knowledge and skills to effectively adapt to and implement the updated procedures. Virtual sessions were recorded to provide onboarding for future staff. Onboarding is consistent with their workflows and processes. 
The Results
The military treatment facility experienced several positive outcomes as a result of implementing Q-Flow, which include:- Significantly reducing the number of on-premise servers from over 200 to just four consolidated instances across the United States, Pacific region, and Europe.
- Decreased cost and resource reductions.
- Establishing standardization and centralization of operations.
- Meeting the critical application's uptime and availability requirements.
- Enhancing staff experience with a user-friendly standardized interface and clinical workflows to improve staff efficiency.
The successful collaboration between ACF Technologies and this federal healthcare provider has yielded remarkable results, empowering the multitude of medical treatment facilities to deliver enhanced services and improve various aspects of their operations.
Want to know more?
Is your organization crying out for the kind of queue management system that’s transformed this government agency's wait-time problems?
We are more than happy to investigate how we can work with you to transform your customers’ experiences every time they interact with your organization and dramatically increase your operational performance. Our experts value the opportunity to combine their knowledge and experience with technology that enables an improved journey design and optimal customer experience.
Want to know more?
We are more than happy to investigate how we can work with you to transform your customers’ experiences every time they interact with your organization and dramatically increase your operational performance. Speak with our experts value the opportunity to combine their knowledge and experience with technology that enables an improved journey design and optimal customer experience.
