A case study with the voice of Emmy
General Practitioner's Office MUDr. Adriana Young has struggled with a large number of incoming and missed calls. The acute demands of patients were lost in a flood of requests for prescriptions and requests for examinations. In the practice, they used Emmy software, but some people kept calling. After the launch of Voice of Emma, these patients are served by most voicebots, and nurses and doctors have peace of mind to work.
MUDr. Adriana Young has over 20 years of medical practice. In 2010 she opened a private practice in Dejvice, Prague. The practice registers over 5500 patients and employs several doctors.
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
In the fall of 2021, nurses in the office collapsed under the weight of phone calls. Phones rang around the clock, counting an average of 250 a day in the busiest week. They couldn't handle all the calls. “Some patients were upset because they spent half a day on the phone - someone was lucky, someone did not allow themselves even after several attempts,” recalls Adriana Young.
According to October statistics, the phone rang an average of 156 times per working day. Nurses and doctors received roughly one in three (54 calls in total) and 102 calls eluded them.
“The sisters complained that they phones ring in your ears even at night,” recalls the doctor. It was then that she began to address the intolerable situation. They used an answering machine in the past, but that didn't work out. Rewriting the recordings took a lot of time. That's why she decided to deploy voice assistant (voicebota) Voice Emmy.
The Emma software was introduced in Dr. Young's office in October 2021, The Voice of Emmy was commissioned in December 2021 using Daktela virtual PBX.
“I would have preferred patients to contact a caring person, but I knew We can't pay four female telephonists. That's why, after deploying Voice of Emma, we introduced two free hours a day when we have open lines. At the predetermined time of the morning and afternoon, the Voice of the Emmy goes off and the free staff takes the phones. In the remaining office hours, patients call on the Voice of Emma. It is not binding for patients, they have a choice and, above all, the certainty that they will contact us,“says the doctor.
Voice of Emmy accurately transcribes every patient call and the notation Directly put in Emmy software.
See what real examples of transcriptions look like:
“When the patient reports that it is urgent call, we call him back immediately. Non-urgent requests are handled gradually during the day,” describes MUDr. Adriana Young.
Although medical professionals often call back, she has, according to the doctor the sense of replacing incoming calls with text transcription for several reasons:
Staff praise the better structured communication. “We debunked the confusing phone calls If we call patients back now, we can prepare in advance. When patients used to spew questions at us in the middle of divided work, sometimes they took us by surprise and put us under unnecessary stress. “
The ability to call back to patients when they already know what problems they are facing and who exactly they are talking to is appreciated by nurses and in English-speaking patients.
It used to be frustrating for nurses to have to interrupt work because of a call. “From the introduction of The Voice of Emma, the sisters had concerns, now they say they would not change. They are not stressed, they have time for their work and do not depart from distributed activities, they are much happier now“, summarizes the doctor.
“With Voice of Emma, we handle 30% more calls (71 vs. 54) and Record 4 times fewer missed calls, “says the doctor according to statistics from March 2022, that is, 3 months after the introduction of the voice of Emmay.
But leaving messages via The Voice of the Emmy failed to solve the problem with all impatient patients. “When no one responds to their request within 15 minutes, some come to the office without ordering, which disrupts the operation of the office“says the doctor.
Not all patients immediately became acquainted with the voice of Emmy. “Some appreciate the robot -- they don't spend hours on a perpetually busy line and know that We will attend to their request soon. For others, it takes time. At first, people were skeptical about e-incompetence and e-recipe, but They got used to the change quickly.,” says MUDr. Adriana Young.
If patients prefer a different type of communication, they can call during the hours when nurses take the phone, or directly enter the request via the Emma patient portal.
“The burden has been huge in covid, but covid is still not over and without the Voice of Emmy we would again have the constant ringing of phones back. So We will definitely continue to use the voice assistant,” he describes.
For doctors, the Voice of Emmy has one more non-negligible benefit — in remote consultations, you can Transcript of Call From Emmys Use to Banish Distance Care.
“A lot of patients liked the distance consultation during covid. It is a relief for them that in the indicated cases solves the problem quickly and efficientlywithout having to come to our office,“describes the doctor.
Arrange a non-binding online demo with us. We will introduce you to the Emmy and answer all your questions.
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