Every mortal has experienced it before. You walk through the front doors of a hospital or clinic seeking some intimate need and are immediately greeted by a maze: the intricately interwoven departments of the healthcare system. There’s no reason to be frank here – it can knock a sure-footed man from his feet and cause an otherwise fierce mama bear to shrink back in fear.
Where do you go? Which of the many desks and waiting rooms is the correct one for patients with your specific need to check-in? Should you approach the woman juggling six other patients at the front desk?
The problem illustrated above is one of way-finding (which is a technical hospital term that, for once, is as simple as it sounds) and patient check-in, and it is far more common than most might assume. As recently as 2017, Deloitte Digital reported that 30% of first-time visitors get confused or lost in hospitals.1 For the bewildered patients, that could mean being late to one’s appointment or even missing it altogether. For the hospitals, that could mean losing hundreds of thousands of dollars. One hospital even found the annual cost of way-finding issues at its facility to be nearly a quarter of a million dollars.2 Add to this open wound the salt of a 21.3-minute national average wait time,3 and there may be a need not only for more patients, but for more hospital executives to check-in at their local cardiovascular departments. And, as we have seen, this would probably only compound the issue.
The Shams Group (TSG) is making a difference.
Based on our analysis with Georgian Bay General Hospital, the time to complete the entire process will go from 26 minutes to 2 minutes – a 90% reduction.