Case study from sharp traffic
When she started MUDr. Karla Hladíková to use Emmy, the phones finally stopped ringing in the office and she could concentrate on work without distractions.
She also stopped hiring another nurse for one day a week, whose only job was handling phone calls.
Karla Hladíková is a general practitioner with 14 years of experience. She works in the Olomouc region and has three practices.
One in the town of Potštát and another in the villages of Olšovec and Partutovice. In total, it registers 1920 patients.
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
“I have 3 surgeries in a small town and surrounding villages. More than half of the patients are over 50. They quickly got used to the change, sending 80% of requests through the Emmys.
Thanks to this, I no longer get distracted by constant phone calls. I can focus on the patient in front of me and not risk making a mistake out of inattention.”
MUDr. Karla Hladíková,
general practitioner in Olšovec and Potštát
Like other practitioners, Karla Hladíková felt in the covid pandemic exhaustion.
While they routinely screen an average of 54 patients per day, during covid it used to be up to 100 people per day. “It was horrible, my sister and I said we wouldn't give it anymore”, recalls Karla Hladíková.
The main communication tool in her office used to be the telephone, because the doctor did not have a work email. But family and acquaintances often wrote to her on private email, on WhatsApp or sent texts. Another way of communicating then was by knocking on the windows of the offices, which are located on the ground floor of the buildings.
The biggest influx of patients used to be after the weekend and the doctor therefore took them on Mondays She hired another nurse.
“The only content of her job was that she took calls. She always assured the patient that we would solve the request to his satisfaction, wrote down his number and said that we would call him later and immediately informed him that it could not be until late in the afternoon“, says the doctor.
Although the calls were mainly received by the nurse, the doctor did not have the peace of mind to work.
“For example, I examined a patient when a nurse came in with another patient on the phone, who called, for example, for the results of blood tests, wanted to make an appointment for an examination or asked for an extract from the medical documentation. Work and phone calls were so many that I began to worry that I will make a mistake,” says Karla Hladíková.
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
When Karla Hladíková heard about Emmy's virtual wiper, which automates routine communication between doctors and patients, she was intrigued.
“I immediately wanted an Emmy. I knew it was our only chance to manage this difficult time in health and not go crazy.” Laughs the doctor.
When she viewed a demo of the software in an online meeting, she confirmed to herself that Emmy was indeed the right one. That's why she arranged for Emmy's sharp deployment the very next day. Implementation was very fast.
“I remember it was a Thursday when I was not medicating until the afternoon. The Emmys were put on for me in the morning and I wrote an informational text on the website. In it, I explained that Emmy would allow us to handle the overpressure of labor and I asked all patients under 60 for help at this difficult time. I asked them to sign up and start using Emmys. In the afternoon, I opened the office and started working with Emmy straight away.” says the doctor.
We immediately asked everyone who called to help us and try to register for the Emmy. My sister and I explained that it was not an obligation, but a plea for cooperation.
The nurse in Karly Hladíková's office knew how to use a computer, but so far she was always content with only basic control and referred to herself as a computer “baby”.
“I kind of threw her into it. When she came to work in the afternoon, I told her we were going to use Emmy and explained to her how it worked. At first she was afraid that she squeezes something wrong, but she got used to it very quickly and eventually she acknowledged that it was a good idea.“
Simplicity of control proved even when Karla Hladíková needed a crowd.
“I went with my family for spring break and she represented me in the doctor's office my seventy year old mom who is also a doctor. With Emmy, she learned the first good,” says Karla Hladíková.
Currently, after half a year since deployment, he comes to the rural practice at approximately
80% of requests just through the Emmy. “More than half of my patients have
over fifty and handle the Emmy job well. Maybe I just got a request
from a seventy-one year old patient“says the doctor.
Emmy is not a hindrance even for even older patients. For them, family members who are able to work with Emmy are usually handled by doctors. Through software, for example they easily ask for a prescription for medication.
“Some young patients are downright excited about Emma. With a negative reaction, whether in young or elderly patients, I've only met once,” he recalls.
The person in question did not want to use the Emmy and claimed to be unregistered. In the end, though, he didn't look for another doctor and started using Emmys like the others.
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 Emmy, there is no call around the clock in the doctor's office and Karla Hladíková can concentrate on work.
“When a patient calls, I have to respond immediately. But when he writes through the Emmys, I have time to look at his medical history, study his test results and calmly reflect on the best course of action. This is a huge advantage for me,” he explains.
She adds that she and her nurse repeatedly instruct patients that Emmy does not serve for acute conditions and difficulties, and that in that case they should call directly to the doctor's office.
“It also happens that I call the patient myself when his request in Emma is not entirely clear and when personal action is preferable. “
Emmy brings her peace of mind in another respect as well. “It was very challenging during the pandemic. At two in the afternoon, my sister and I ended up talking completely. But we had coffee, sat down at the computer and addressed the demands at the Emmys one by one. It was nice to suddenly not have to talk to anyone, whether in person or on the phone, and I can solve everything in peace.”
Her office also uses the ordering function. The patient sends a request, the doctor evaluates that a personal visit is needed and makes the reservation of the appointment available to the patient.
“Before covid, I used to have twenty people in the waiting room. Now I order them after fifteen minutes, so there are a maximum of three in the waiting room. People are satisfied that they don't have to wait hoursI don't want to go back to the old system. The empty waiting room suits patients and they are happy to be able to book for a certain time. “
The doctor liked the feature in Emmy that allows her to inform patients about the current office hours. If you need going on vacation, enters information into the software in advance.
“Then, when patients want to send a request, they see when the office will be closed and where they will be treated in acute cases. Thanks to this, they do not have to call the mayor and find out what is happening when no one is answering their phone in the office. “
And if people send a request, say, just over the holidays, Emmy will deliver it to them automatic message so that they do not wait for the execution on that day, as they are at MUDr. Plain habituated.
The doctor also appreciates that at the Emmy find the history of communication. “I've had a few times where a patient has claimed that I told him something different than what I actually told him. All I had to do was open the Emmys, look into history, and I was after a problem,” he says.
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
With my use, Emmy only needed advice twice in the entire time.
“If I wrote to customer support, I got a response within a few hours. When it was urgent, I called and I called right away. “
The only technical problem she noticed, related to the internet. He dropped out of her office for a day. The doctor could not handle the requests from Emmy and she also lacked an order calendar. Temporarily, she had to go back to her phone and paper.
“Unfortunately, I can't be without the internet these days. I'm not writing an Eneschopenka, I'm not posting an eRecipe. Therefore, I have already arranged a backup source of the Internet to be prepared even for an outage. “
In addition to the peace of mind on the job, Emmy also brought time savings to the doctor.
“Every day, thanks to Emma, I save an hour or two. When the patient first called, I wrote down his symptoms on paper, explained the next procedure or therapy, and then I transcribed the notes to the computer. I exposed the Eneschopenka and then called the patient again to let him know that it was already furnished. Now people write everything to me in the Emmy and I i simply re-copy into the decourse. As soon as I issue a non-payment card or solve their other request, I inform the patient about it via Emmy. “
“I am very happy with Emmy, it saves me a lot of time and energy and thanks to her I have peace of mind at work,” concludes Karla Hladíková.
For technical questions or if you are interested in Emmy, you can contact us at podpora@sestraemmy.cz
Call us at
+420 222 360 060