Retail Pharmacy

About Client:

A prominent retail pharmacy corporation operating across 33 states and the District of Columbia offers its customers a wide range of walk-in clinic services, including health screenings, vaccinations, and treatments. With over 1,100 locations, the corporation is committed to providing high-quality, accessible healthcare services to its customers. The corporation’s walk-in clinic services are staffed by qualified healthcare professionals dedicated to providing exceptional care.

The Need:

A retail pharmacy provider seeks to optimize their check-in and scheduling process for patients visiting their clinic. The objective is to develop a unique scheduling tool that allows users to book an appointment with a nurse practitioner at any clinic location.

The Challenge:

Incorporate geolocation-based appointment booking and streamlined check-in functionalities into the clinic’s system, addressing the existing challenges of language comprehension and compliance with accessibility standards. The goal is to enhance the efficiency of patient interactions, ensuring inclusivity and ease of access to healthcare services for individuals.

Solution:

My team and I We’ve developed a streamlined check-in and scheduling system to improve the patient experience. Here are the highlights:

Intuitive User Interface:

A clean and straightforward user interface was designed to guide patients through the check-in and scheduling process effortlessly.
Large, easily readable fonts and a straightforward design were implemented to cater to users of all ages and literacy levels.

Minimalistic Information Gathering:

Unnecessary questions were eliminated, focusing only on essential information for efficient patient care.
The system intelligently adapts based on the patient’s medical history, presenting only relevant questions.

User-Friendly Language:

Plain language and clear instructions made the check-in process understandable for all users.
Medical jargon was minimized, and explanations were provided for necessary terms, ensuring accessibility for a diverse user base.

Mobile-Friendly Design:

Recognizing the majority of smartphones, the check-in and scheduling system was optimized for mobile devices, allowing patients to complete the process conveniently from their phones.

Progress Tracking:

A progress bar was incorporated to inform patients about their advancement through check-in, reducing anxiety and uncertainty.

Efficient Integration with Electronic Health Records:

Seamless integration with the clinic’s electronic health records system was implemented to ensure that the collected information was immediately available to the nurse practitioner, minimizing patient care delays.

The Impact:

The implementation of a streamlined check-in and scheduling system resulted in significant improvements, including increased patient satisfaction due to a more pleasant and efficient process, reduced wait times facilitated by better integration with electronic health records, and enhanced accessibility for users with varying levels of literacy and technological skills. Additionally, the new system boosted staff efficiency, enabling nurse practitioners to access patient information more promptly and focus on quality care. These changes contributed to a positive clinic reputation, attracting more patients and reinforcing trust in the clinic’s commitment to patient-centered care.

Key Painpoints

“I have to fill out the same form every time I bring my child to the clinic for minor injuries. It’s frustrating because I don’t have the time to fill out unnecessary forms and provide the same information over and over again.”

– Mother of three children

“I am spending more time doing administrative tasks than on patient care”

– Nurse Practitioner