MAclinique médicale Lebourgneuf FMG improves its patient service with Petal Booking

Since December 2017, the MAclinique médicale Lebourgneuf FMG offers its patients the option to book their appointments online directly from its website and receive appointment reminders by SMS, email or telephone. Located in Québec city, MAclinique médicale Lebourgneuf was the first family medecine group (FMG) to become a "superclinic" in the region.

Implementation speed record

Open since May 2017, the superclinic has quickly gained popularity due to its hours of operation (14 hours a day) and high demand. In just a few weeks, the phone line has become overloaded. 

To improve patient service and optimize the clinic's processes, the family medecine group  considered various options, but they finally choose the Petal Booking appointment management solution. Given the urgency of the situation, the PetalMD team implemented the system in record time: within two weeks, patients at the clinic could book their appointment online!

This quick integration could not have been possible without the collaboration, dedication and enthusiasm of MAclinique médicale Lebourgneuf's staff. 

Time saved for MAclinique médicale Lebourgneuf staff and patients

The MAclinique médicale Lebourgneuf FMG manages around 50,000 appointments per year. According to our data, once the majority of patients registered at a clinic are informed that they can book their appointments through the website (which can take a few months), the proportion of appointments made online can reach 50%. Since the average time to make a single appointment on the phone is estimated to be 2.7 minutes, MAclinique médicale Lebourgneuf telephone line will eventually be freed up for the equivalent of over 20 hours per week. 

By automating all appointment reminders, the staff also saves the equivalent of 24 hours of work per week, given that the average time to make a reminder call is estimated to be 90 seconds. The time saved can considerably improve access to healthcare and the quality of patient services. 

Patients can also receive confirmation requests inviting them to confirm or cancel their appointment by responding “1” or “2” via text message. When patients cancel appointments in advance, time slots are instantly opened up for other patients, which improves access to the clinic. 

Finally, integrating Petal Booking into the electronic medical record (EMR) already in use at the clinic allows physicians to continue working from the interface they are familiar with. Physicians don’t have to spend time learning a new interface or using multiple tools.

Even more tools to come

MAclinique médicale Lebourgneuf will soon be taking advantage of an exclusive feature of Petal Booking: the personalized online service request forms. Patients will be automatically guided to the correct appointment type and healthcare professional based on their answers to questions. For example, for a particular diabetes follow-up, the appointment could be assigned automatically to a nurse rather than to a physician.

The superclinic will also place a Petal Booking self-registration terminal at the reception. Upon arrival at the clinic, patients will be able to register their health insurance number and confirm their arrival on their own, which will free up even more time for staff and reduce traffic at the reception desk.

Making the healthcare system more efficient, one clinic at a time

Would you like your medical clinic to improve its patient services by modernizing its technology? Consider Petal Booking, a solution for managing patient appointments that was developed in collaboration with some of the 32,000 physician users of PetalMD solutions.

In addition to offering a user-friendly online portal at no cost for patients, Petal Booking provides advanced management features that automate and optimize a number of manual tasks for medical clinics. Through PetalMD’s continuous investment in research and development, medical clinics will soon be able to take advantage of analytics features designed to optimize clinic performance based on patient volume. That is how the unparalleled expertise that PetalMD has acquired in optimizing the operations of healthcare institutions over the past eight years is helping medical clinics and their patients.