25 February 2020
Capio Ringen improving productivity by 33 percent
Improved productivity and increased accessibility at Capio Ringen care unit
Capio Ringen care unit is one of the largest care units in Stockholm with approximately 27 000 registered patients. At the end of 2018 they had long lines of patients waiting to get in to their physical drop-in care unit, low phone accessibility, 4-6 weeks waiting time for a planned doctors consultation which meant a stressful working environment for the staff.
In december 2018 Capio Ringen became the first of Capio’s 104 primary care units to implement a digital point of entry for patients through their website. Since they were lacking resources the staff realised they had to change their way of working in order to be able to meet the demand.
To be able to better help and prioritise their patients Capio Ringen changed replaced the physical drop in to triage and schedule patients using Doctrin’s digital platform. The patient could reach the service through their website online or when calling the care unit where could chose to receive a link to the platform via text-message. With an active information campaign Capio Ringen managed to transfer a little more than a third of all patients to the digital channels.
The digital point of entry enables patient to start their “journey” by filling in a digital anamnesis questionnaire which is then used by triage nurses who guide the patients to self-care, digital visit with a nurse, doctor or if needed a physical consultation.
The communication between the patient and the healthcare personnel is done using encrypted asynchronous chat. This means neither the patient or the healthcare personnel need to log in at the same time to be able to communicate. As opposed to video where both need to be online at the same time, asynchronous chat enables flexibility for both patient and healthcare personnel. Enabling the healthcare staff to handle several cases in parallel, improving efficiency significantly. Since both triage nurses and doctors have the medical report summarizing the patient’s anamnesis most consultations don’t require more than a couple of messages back and forth. It is always up to the patient to confirm if they are fully satisfied with the help they have received i.e. can close the consultation.
The results have surpassed all expectations
- The share of patients who have gotten same-day call back have increased from 73 to 95 percent (Sweden has a goal of 100 percent same-day call back)
- The waiting time for planned physical doctor consultations have reduced from 4-6 weeks to 1-3 days
- Continuity has improved, for patients with more than 3 visits, 20 percent more are able to see the same doctor
- Productivity has increased with 33 percent more patients being helped each clinical hour
The healthcare personnel confirms the working environment going from stressful and overwhelming to calm and structured.
Katarina Wettin, Regional Medical Chief, Capio shared her thoughts in Capio S:t Görans magazine Communicare:
”We were almost choked how quickly the change happened. We instructed the patients who came in for a drop-in visit how they could start their visit filling in the questionnaire online.”
Digitalisation is more than technology
Unn Hellberg, in charge of implementation at Doctrin explains how digitalisation is more than implementing new technology, above all it’s changing way of working enabling more efficient ways of collaborating and communicating.
“We have implemented the platform at more than 150 digital care unites and have learned that the first step is to identify how a digital point of entry will affect scheduling, collaboration and ways of working. Many underestimate continuous evaluation and development, but our experience is that you have to start somewhere and fine tune using data as well as feedback from healthcare personnel and patients.”
Are you interested in achieving the same result please contact our Head of expansion, Johan Persson, M.D. for a demo.