Until recently, receptionists at C-Lab were responsible for greeting patients, checking them in, noting their arrival, service, and departure times, and entering that information into the facility’s databases. But after an organizational restructuring eliminated receptionist roles, patients were asked to sign themselves in and record the time of their arrival.
“Without a receptionist, the phlebotomists—the lab workers that draw the patients’ blood—became responsible for several time-consuming tasks,” says Patricia Childs, supervisor at C-Lab. “We had skilled medical professionals spending precious time summoning patients and performing data entry. Not a sound approach.”
While patients could sign themselves in, someone still had to balance appointments with walk-ins and ensure patients were seen in an orderly manner.
C-Labs needed a unified appointment and queue management solution that would help improve customer service, decrease wait times, streamline the input of data, and provide reporting that would help manage and optimize capacity.
C-Lab needed a unified appointment and queue management solution that could manage both appointments and walk-ins, leveraging information derived from patient visits. This data provides valuable, real-time insights about lines, locations, productivity, and workflow that helps businesses improve internal efficiencies.
QLess was a perfect fit for C-Labs as it has been shown to:
QLess analytics allow facilities to measure service and employee performance and to compare results across locations. Customers can make an appointment, walk into a clinic, or remotely join the wait list, receiving text updates as to when they’ll be served.
With over 150 features, QLess met C-Lab’s requirements and played a significant role in improving the facility’s overall business operations.