Every step patients take, from the time they walk into your office until they are checked out, should be seamless to ensure your office is creating a positive atmosphere.
Reviewed by David I. Silbert, MD, and Heather Modjesky
For ophthalmologists in a small practice, improving patient flow may be vital to improving the efficiency and boosting revenue. There are a number of steps to make this happen.
Every step a patient takes—from the time they walk into your office until they are checked out—must move seamlessly to ensure you get the most out of your time and your patients come away with a positive experience. Heather Modjesky is the CEO and administrator for Conestoga Eye, a small practice in Lancaster, PA.
She made a presentation titled “Efficiency First: Patient Flow and a Small Practice” during the 2018 meeting of the American Academy of Ophthalmic Executives. Modjesky was joined by David I. Silbert, MD, physician and founder of Conestoga Eye.
The practice has 1.5 full-time equivalent physicians, and four full-time and five part-time staff members with varying levels of experience. It also has fully integrated electronic medical records and electronic health records.
“We designed the office with an open concept that was done on purpose,” Dr. Silbert said. “We are an EMR and we use a small EMR called Medent. The company has a relationship with us, and they are willing to listen and help with change.”
Value of cross-training
By using the EMR and developing a cohesive staff that is cross-trained, Dr. Silbert and Modjesky have been able to improve the customer experience. They foster a new culture that stresses continued improvement for the staff. It has resulted in happier staff, shorter wait times, and positive feedback from patients. Modjesky utilizes data to help set goals for patient care.
She checks the EMR to see if the practice is meeting its goals in patient flow. If there are issues, she can determine where bottlenecks may be occurring. Everybody is cross-trained, which means staff members can step up and do most any task, from checking patients in to checking them out.
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Modjesky has no financial interests or relationships to disclose.
David I. Silbert, MD
E: [email protected]
This article was adapted from Dr. Silbert’s presentation at the 2018 meeting of the American Academy of Ophthalmic Executives. He is a consultant with Gobiquity, Quest and Kaneka. He has an equity interest in Gobiquity