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Although patient surges are a familiar phenomenon, often peaking seasonally or during sudden outbreaks, their implications for service delivery cannot be overlooked. A surge in patient numbers can severely impede a practice’s ability to operate optimally. Overwhelmed staff and crowded waiting rooms become commonplace, eroding patient satisfaction in the process. Long wait times, a primary […]
Although patient surges are a familiar phenomenon, often peaking seasonally or during sudden outbreaks, their implications for service delivery cannot be overlooked.
A surge in patient numbers can severely impede a practice’s ability to operate optimally. Overwhelmed staff and crowded waiting rooms become commonplace, eroding patient satisfaction in the process. Long wait times, a primary driver of patient dissatisfaction (as indicated by this survey that showed that 20% of patients changed doctors due to long wait times) are further exacerbated during patient spikes.
Beyond the inconvenience, there are also substantial health risks associated with overcrowded healthcare facilities. Picture a waiting room packed during flu season, with patients seated in close proximity, some visibly unwell, coughing and sneezing. Such conditions not only lack appeal but also substantially elevate the risk of transmission of infections, endangering patients, staff and visitors.
As we’ve previously explored, the modern patient is as critical of their doctor’s visit as they are of their retail shopping experience. So in this age where the patient is king, any aspect that detracts from their satisfaction should be treated as a matter of urgency.
To mitigate the impact of seasonal surges on service delivery, consider implementing the following strategies:
Increased patient influxes often lead to a spike in appointment requests. That’s why it’s essential for practices to streamline scheduling processes to accommodate increased demand efficiently.
Online scheduling systems offer round-the-clock accessibility, enabling patients to secure appointments without adding pressure to phone lines or administrative staff.
During patient surges:
To complement your scheduling processes, consider implementing a triage system that prioritises urgent patient needs for appropriate resource allocation. A triage form in-built into your appointment booking process will ensure that severe cases receive immediate attention first while minimising contact between them and patients exhibiting milder symptoms, especially in cases of easily communicable outbreaks.
Triage systems should factor in severity of symptoms, medical history and risks of complications before scheduling of appointments during seasons of high patient traffic.
Additionally, review and update triage protocols regularly to ensure alignment with evolving clinical guidelines and patient needs.
Regular assessments of practice workflows are essential for identifying bottlenecks and inefficiencies that may hinder operations, particularly during patient surges.
These assessments involve analysing each step of the patient journey, from appointment scheduling to discharge, to pinpoint areas for improvement.
During a surge event, a workflow assessment serves to:
Once gaps in the workflow are identified, practices can implement standardisation strategies to streamline processes and bolster operational efficiency.
For instance, establishing standardised clinical protocols and treatment pathways during an outbreak will ensure swift, consistent care delivery and as a result minimise variations, delays and errors in the workflow.
Additionally, standardised workflows offer scalability, allowing practices to adapt to fluctuations in patient volume, including surges, without sacrificing efficiency or quality.
Consider extending clinic hours to accommodate more patients outside of regular business hours. This will minimise the impact of patient surges on workflow efficiency and prevent the strain of many bookings spread over short periods.
Your patients will appreciate the convenience of being able to schedule appointments at times that suit their schedules, whether it’s after work, on weekends, or during other non-traditional hours. It also demonstrates a strong responsiveness to patient needs and an awareness of prevailing conditions.
To support extended operating hours effectively, it’s crucial that there is sufficient personnel in place to meet patient demand. This includes adequate coverage for both clinical and administrative roles. It is also essential to assess the capacity of existing facilities and resources, considering factors such as equipment availability, space constraints and support services.
During surges, practices often struggle to meet the increased demand for specialised services or urgent care. Collaborating with referral partners offers a solution that enables practices to tap into external resources and expertise, effectively expanding their capacity to accommodate more patients without overburdening their own resources.
A robust practice management system seamlessly integrates referral processes, enabling timely communication and coordination with referral partners. This ensures that patients receive necessary follow-up care without unnecessary delays. It also breaks down the barriers that hinder effective care coordination.
Implementing a practice management tool that supports referral management allows practices to streamline workflows and optimise outcomes, especially during periods of heightened demand.
During a period of high patient influx, resources feel strained, and the priority naturally shifts towards ensuring clinical safety. However, this shouldn’t come at the expense of exceptional customer service.
While it may not always be feasible to predict these surges (think global pandemic), proactive planning, like ahead of tourist seasons when populations grow temporarily or winter when health issues prevail, can make a significant difference.
Recognising the impact of an unexpected surge (or rapid growth) on practices, we set out to build a system that can scale to meet a practice’s evolving needs. Our setup makes it easy for clinicians and admin staff to be on/offboarded quickly and effectively in response to patient numbers.
With Meddbase, you gain access to a suite of powerful tools that empower you to tackle seasonal fluctuations with confidence. From intuitive scheduling to case prioritisation and dynamic patient-physician matching, Meddbase ensures that you are always prepared to deliver that top-tier care that your patients know and trust, no matter the circumstance
