"The biggest benefit for me is that we're now available for patients to book 24/7 and we have close to a 100% attendance of appointments booked online. Reception staff freed up to focus on other areas"
Every morning, 365 days of the year, staff at the Ballarto Medical Centre worked frantically to clear the backlog as patients rushed their phones.
”From the close of business the previous day, patients hadn't been able to book appointments,” explains Practice Manager, Rachael Hatzopoulos. ”Some days this could be a lapse of 12 to 15 hours.”
With her 14 year's experience in General Practice, Rachael knew the challenge of dealing with the morning rush was taking its toll on her staff and patients. “Our patients are our absolute priority,” says Rachael. To ease congestion, Rachael investigated offering her patients the option of booking online.
“For a very short time we used a third party for online appointments, unsuccessfully,” she says. “The software didn’t integrate; it just added more work for our receptionists.
And as a consumer, Rachael had already struggled with third-party online booking solutions.
“Remembering passwords and user names to book a doctor’s appointment seemed like too much hard work,” she remembers. “Why would our patients bother? I didn’t.”