Health Sciences University: How BookedSolid Transformed Patient Communication Across Both Clinical Locations

About Health Sciences University

Health Sciences University is a leading specialist in education, clinical care and applied research in the health sciences fields. Between 1000-2000 students attend the university across the two campuses, located in Bournemouth and London, South Bank.

Each campus has its own clinic, which handles appointments from both qualified practitioners as well as students.

The Problem

Deputy Director of Clinical & Rehabilitation Services, Matthew Southam, informed us that around 70% of the 2000 monthly calls received across both clinics were being missed, causing significant and increasing administration work. A solution was required and required fast.

Solution

A direct integration was the only way forwards, in order to truly support appointment related requests in a seamless and user friendly way.

BookedSolid holds an exclusive partnership with ClinicOffice, the practice management software that HSU uses to store and edit patient data, as well as run the clinics. This integration allows BookedSolid to book, reschedule and cancel appointments in ClinicOffice, as well as add notes to appointments for a variety of circumstances, such as when a patient is running late.

As well as this, the platform offers a wide variety of functions beyond calls, such as automated waiting lists, appointment confirmations and more.

• Waiting Lists are enabled by default across the platform. Whenever a patient requests an unavailable appointment slot, they will be added to the waiting list and contacted in the event of a last minute cancellation.
• Appointment Confirmations are automatically sent to patients whenever an appointment is booked, whether through BookedSolid or via any other means, such as online bookings or manual entry.

Implementation

Implementation had to be fast and efficient, which meant configuring phone lines effectively so that calls would be routed to the appropriate clinic based on which number was called.

On top of this, Matthew requested some custom workflows, such as two different notification email addresses based on the enquiry that was being handled at the time. The feature was built and implemented within a few days, along with a set of instructions to escalate certain appointment types.

Results and Impact

"BookedSolid has significantly improved our clinical service by ensuring that all patient calls are answered, providing a consistent and responsive experience for our patients. With approximately 2,000 calls received each month, around 60% are now managed without any human intervention, reducing administrative workload and allowing staff to focus on more complex patient needs and frontline service delivery."
- Matthew Southam, Deputy Director of Clinical & Rehabilitation Services.

BookedSolid now handles calls for both clinics under the Health Sciences University umbrella, keeping patients in the loop around the clock by processing over 700 appointment related requests per month.

For more information about the platform as well as AI across the allied health industry, check out our blog.