How Qwaiting Improved Staff Productivity by 20% at Holy Cross Medical Center
Holy Cross Medical Center has been known for its commitment to delivering high-quality care to its patients. The hospital serves more than 300 patients per day, offering services across several specialties.
But as patient volumes increased, the hospital faced the challenge of managing patient flow effectively. Like many healthcare facilities, Holy Cross wanted to provide a smoother experience for patients and staff, but traditional processes just weren't cutting it. That's when Qwaiting stepped in.
Overview
Client
Holy Cross Medical Center
Industry
Healthcare
Location
USA
Type
Hospital
Holy Cross Hospital and Medical Centre is a well-known healthcare brand in the USA, serving patients since 1961. With over 300 patients daily, the hospital offers top-quality care across multiple departments.
Challenges faced
- • Confused and overburdened staff members
- • Frustrated patients due to a lack of real-time alerts
- • Patient routing problems
- • Hard to track department-wise and staff performance
Solutions Provided
- • Real-time notification to keep patients informed
- • Centralized dashboard to track the patient flow
- • Digital check-in options to automate daily tasks
Results
- • Patient wait times dropped by under 20 minutes
- • Staff productivity improved by 20%
- • Data-driven reports for future improvements
- • Notifications kept patients informed of wait times
The challenges Holy Cross Hospital faced
Although the hospital was packed with all the latest technologies, it was juggling more than just patient appointments. They were dealing with
1. Puzzled staff members
Without a proper queue solution, the staff members were left confused about the total patient count. It was not easy to track how many patients were in a waiting line and how many had been served
2. Confusion in patient routing
Without a proper system, patients often felt lost or waited in the wrong areas, especially in the busy radiology department. Staff struggled to guide everyone on time, leading to delays.
3. Patient frustration
Unclear wait times and unnecessary delays made patients angry and negatively impacted the hospital's image. The hospital had no proper software to manage patient flow, which led to mistakes and lowered staff efficiency. Ignoring the problems was not an option for such a great hospital.
How Qwaiting helped Holy Cross Hospital solve the problem
Managing patient queries while juggling multiple tasks was becoming difficult for staff members. To solve this issue, they adopted Qwaiting's smart queue management tools to automate their daily tasks and ensure maximum patient comfort.
Here's how we helped
Notification alerts for patients
We integrated an automatic message alert feature into the hospital's software to inform patients of their wait times and reduce overcrowding at the service counters. The system sends
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Patient wait times
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Their spot in a queue
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Directions to the doctor's room
This helped remove confusion among patients and reduced staff burden to call out individual names and answer wait time queries.
Automated staff work
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Digital appointments eliminated the need to record patient information manually.
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Staff members were easily able to track and transfer the patients from busy spots to either waiting areas or less busy departments.
Data analytics and reports
We provided the hospital with a centralized dashboard, with the help of which the admin staff can track other staff members and department-wise performance all at once.
The reports helped the hospital to:
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Track and predict appointments in advance to keep the doctors and the executives ready to handle situations.
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The reports were based on the patient's past service experience. These reports helped hospitals spot the service bottlenecks and improve them for a better patient and staff experience.
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The reports ensure maximum staff productivity, as using these reports, the admin staff can easily distribute the patient flow among less crowded departments.
Results
After implementing Qwaiting's advanced patient management software, the hospital completely transformed. Staff efficiency improved by 20%, and customer satisfaction peaked.
The key highlights were:
1. Reduced wait times
Using real-time message updates for patients and a centralized admin dashboard to track staff performance, the admin staff was able to cut down the patient wait times to under 20 minutes. This not only added to the patient's satisfaction but also improved brand reputation.
2. Kept patients informed
Automatic messages updated and guided patients throughout their journey. These customizable messages removed confusion and provided directions to patients. This eliminated the need for hospital executives to call out names or to give directions to every single patient.
3. Efficient staff performance
Staff members are more focused, less stressed, and better coordinated than ever. With productivity up by 20%, Holy Cross turned its existing team into a well-coordinated, high-performing unit.
4. Data-driven decision making
Qwaiting's data-driven reports enable better staffing decisions and process improvements, embedding continuous improvement into daily operations.
Conclusion
Holy Cross Medical Center is a great example of how modern tech can solve real hospital challenges. By using Qwaiting, they cut long queues, reduced staff confusion, and streamlined operations. Patients now get real-time phone alerts, know exactly where to go, and how long to wait.
Wait times dropped to under 20 minutes, and staff efficiency jumped by 20%, saving time and improving patient care. Directing patients through radiology is now faster and more organized. Qwaiting didn't just improve their system, it completely transformed the patient experience.
Now is your time to transform your hospital's flow like Holy Cross did. Book your free consultation with our expert team today! Start your 14-day free trial and let Qwaiting lead the way.
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