Case study from live operation
Before Emma was deployed in a urology clinic in the north of Bohemia, the phones rang from morning to evening.
After a month of deployment, phone lines are much more free, and finally, even patients who solve an acute problem are resorted to. In the office, they observe an increase in checked patients, because there are no deaf spots between appointments.
Mgr. Adéla Matyščáková has been working as a nurse for thirteen years — her last year in the urology office of MUDr. Krishny Prasad Sapkota. Her employer for two days
during the week he practices in Děčín, two days in Most. Together, both clinics register over 6,000 patients and examine about 45 to 60 people a day.
Podívejte se, jak Emmy pomáhá v ordinaci praktické lékařky.
„Pacienti jsou z Emmy nadšení a já na jedno kliknutí přeobjednám celé odpoledne.“
MUDr. Jana navrátilová
Mgr. Adela Matyshackova
nurse in urology office
“When I got into the office, all I used to do was pencil and paper to order patients. It took an awful lot of time, it was inefficient and I've been answering one phone after another since arriving at work,” recalls Adéla Matyščáková.
Patients were also unhappy. It was common for them not to enter the office because It was still occupied. And when the line was already free, the nurse was making appointments to another patient and could not answer the call.
From the beginning, she looked for ways to streamline patients' communication with the office. In the outpatient software, over time, she created an electronic diary. But this did not solve the problem:
“The patients could not choose the date of the visit themselves, so the mobile kept ringing and I had to re-transcribe the data obtained by phone to the computer. “
See how Emmy helps out at the GP's office.
“The patients are excited about Emma and I will reorder the whole afternoon in one click. “
M.D. Jana Navratilova
“I needed to find a system where I could communicate with patients within office hours without my phone ringing 80 times a day,” the nurse recounts. She knew that many tasks could be easily automated. For example, an ordinary order for a preventive examination or a prescription request.
She wanted patients through the new system to:
But because of the ongoing digitization of the office and patient cards, the choice of an online booking system has gone the other way. “The turning point came when I wrote an e-mail to Mrs. Dr. Fischer to order our patient to her. That's when I got the answer that I should use Emmy to book an appointment,” the nurse describes how she found out about Emmy.
She went to the website, read up on what Emmy could do and ordered the patient. “Right after that, I called Emma saying we wanted her in the office, too.,” he laughs. She was fascinated by how simple, fast and yet functional Emma offers.
In her decision to get an Emmy, the doctor supported her:He told me that if I was happy with Emmy and I believed it would make it easier for us to communicate with patients, let me definitely try her.“
The commissioning of the Emmy was handled by a nurse with Mr. Doctor Sobotka, co-founder of the Emmy. They planned to install the program on Saturday. “I made coffee and breakfast, and together we installed the program from each of our kitchens remotely. It took about an hour,” he recounts.
Since Emmy is adapted by default to general practitioner offices, it was first necessary adjust the requirements for urological outpatient. Of course, Emmy is counting on this and is able to adapt not only to urology, but also to other specialties.
“Mr. Sobotka explained everything to me clearly and in detail, so there was no reason to delay using Emma. In one day we put everything on, imported contacts and the next day we went to both offices for real,” says the nurse.
Nurse highlights Emmy's clear and intuitive interface. “The day we put the Emmy on, Mr. Sobotka called me, figuring out if everything was cool -- that I wasn't calling. So I assured him that we had no difficulties with Emmy and everything was going smoothly,” the nurse laughs.
Podívejte se, jak Emmy pomáhá v ordinaci praktické lékařky.
„Pacienti jsou z Emmy nadšení a já na jedno kliknutí přeobjednám celé odpoledne.“
MUDr. Jana navrátilová
Emmy prepares clear patient waiting room materials and other resourcesthat help clinics with informing patients. These were also used by Adéla Matyščáková. On the day of the software deployment, she printed out informational texts about Emmy, placed them in a waiting room and taped them to the office door.
“I do this by entering the patients directly into Emmy after the examination and giving them an A4 with them home with precise instructions on how to communicate with us. So far there has been no problem,” explains the nurse.
When patients were on the phone, the nurse dealt with acute cases straight away. Conversely, if the request was less acute, she asked the patient to send it through the Emmys.
In practice, the nurse verified that elderly patients can also work with Emmy. If they manage to write an email, they can usually handle the Emmy as well. “Just last week, a patient who is 86 years old came to us. But in general, I feel like it breaks around 70 years. I don't force Emmys to older years, but they often take an Emmy flyer from me and order it from someone in the family. To be sure, I also put the phone number for the office.“says the nurse.
“The patients are as excited about Emmy as I am. It used to happen that they shouted at me on the phone and were angry because it was practically impossible to arrange a date for another visit over the phone. It was even worse if it was an urgent problem.,” describes the nurse. After a month since the introduction of the Emmy, the phone in the office is much less busy, and finally elderly patients and urgent cases are also being called.
The first reactions he hears most often from patients are: Yay, you're finally communicating with us!” and adds that they are right. “Patients are much calmer now because they know where to turn. And they have the confidence that we will solve their request as soon as possible. “
So far, she has received a negative response only twice: ”These were patients of retirement age who told me that they would not try any new system and would remain loyal to the phone.“
Before the Emmy in the practice, they mainly struggled with communicating with patients. “We had plenty to do to check in people ordered, let alone answer phones from patients waiting to be ordered. It was often because of this that we used to have deaf places between visits. Now we have patients booked from morning to evening after ten minutes and Even the doctor commends better filling the office time,“ evaluates the sister.
Even now, sometimes it happens that the nurse does not have time to answer the call. In this case, it sends a preset sms telling them that it is busy at the moment and referring to Emmy or asking patients to call later.
“Which is absolutely great and even a month ago it was impossible — whether I am in Děčín or in Most, I can also coordinate the second clinic, because I have all the information in one place,” Commends the sister.
Another change is that patients do not have to book only at set office hours. If they feel problems, for example, on Saturday, they order online and do not wait until Monday to arrange a deadline.
Currently, in just one month of deployment, EMMA handles about 10 requests a day. This makes the phone lines considerably less busy. But nurse expects the percentage of requests coming from Emmy to grow in the future.
“Daily I save up to an hour and I count even more for the future. After a month, I think this is a great result,” assesses the current situation.
New patients can be on their own at the Emmys pre-prepare a complete anamnesis. “I ask them to fill in the data at home, then we flip it over to the medical system in the office and check if everything fits in a moment. It's worked out great for us. It saves a lot of time, because the patients in the office do not remember what they experienced during the illness,” he says. They use the original outpatient system for decourses and communication with insurance companies. Everything else is now ensured by the Emmy.
Podívejte se, jak Emmy pomáhá v ordinaci praktické lékařky.
„Pacienti jsou z Emmy nadšení a já na jedno kliknutí přeobjednám celé odpoledne.“
MUDr. Jana navrátilová
“Thanks to the colour resolution of the individual task at Emmy, I know exactly what to prepare for without having to untangle a patient who goes to turn. I need to know if the patient is going for cytoscopy or ordinary prevention. Now I don't have to find out which patient is next in front of him and if I can examine him. All the important things are always in my sight“ explains the nurse.
Podívejte se, jak Emmy pomáhá v ordinaci praktické lékařky.
„Pacienti jsou z Emmy nadšení a já na jedno kliknutí přeobjednám celé odpoledne.“
MUDr. Jana navrátilová
About Emmy, it is a great helper in organizing time and facilitating communication with patients. “I would definitely recommend Emmy to other clinics as well. You will find that she can do a lot of tasks comfortably for you and become your great partner. I can't imagine, and I don't even want to imagine, going back to our old ways — to pencil, paper, and a screaming phone“,” the sister intended.
Mr. Doctor is also positive and is extremely satisfied with the investment in the new system. He doesn't use Emmy himself, he just looks into it. He sees that the operation of the office is now running smoothly, the nurse has everything under control and is at his fingertips when needed. Patients are much calmer and the online booking system works at number one.
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Founder and Chief Physician of Emmy
Founder and CEO
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