Hi everyone,
I work in an ambulatory care center dealing primarily with primary care but we do offer some specialities. Of note, we do not offer urgent care services and are an independent clinic (eg: not directly connected to a hospital).
Recently, we have transitioned EMRs and the transition went a little less smoothly than we hoped. One of the issues we are experiencing is a back up/delay in patient data from the old EMR being brought over the new EMR. As a result, patient requests through the new portal such as refills are being delayed. Ultimately, this means that people are waiting longer and longer on the phone and some are coming, in person, to voice their concerns or for triage.
Prior to this EMR transition (and prior to COVID), front desk staff would request that patients who walked-in would fill out a paper with their information and a brief description of their request. These sheets of paper would then be routed to the appropriate nursing team. While these sheets of paper were efficient, increased workload due to workforce numbers has caused some pushback. The increased frequency, outlined above, has made this pushback even stronger.
I was wondering how other primary care focused clinics without urgent cares handle these walk-ins. Any insight into your current workflows would be MUCH appreciated as we attempt to improve ours.
Best,
Chris
------------------------------
Christopher Mangels ACRN, MSN, OCN, RN
Nursing Professional Development Manager and Infection Preventionist
Fenway Health
Hyde Park MA
(443)690-2805
------------------------------