Malin Lundberg

COO at CK Kirurgi

What possibilities did you see when you discovered Zymego?

We saw several possibilities with Zymego:

• Reduce the number of empty appointments that we do not have time to fill manually, as we do not have that function staffed around the clock.
• Improve the possibilities for patients to manage their appointments themselves by cancelling, rescheduling and joining the waiting list for earlier appointments.
• Reduce queues by filling appointments at short notice without any manual work.
• Reduce booking-related phone calls from patients.

What made you take the leap and become one of the first three clinics to start with Zymego?

We are positive to change and know that this service is unique. One of healthcare's biggest problems is patients who do not show up and who cancel at short notice, which leads to unused care capacity.

What is the most important result you’ve had from using Zymego?

What has been most positive for us is that appointments that are cancelled during the weekend are filled automatically by Zymego, so that we do not come on Monday morning and have several empty appointments that are then wasted. The patients' biggest advantage is that they can request earlier appointments and that they then do not have to call us to ask if there is a cancellation or an earlier appointment.

Tell us about the challenges you had before starting Zymego, which made you want to start using the service.

The challenge was the wasted care capacity due to late cancellations and no-shows.

What considerations did you make before choosing to implement Zymego?

We considered that the patients may feel this as another system to use and that it could be difficult for them. We at the clinic were fully aligned that it would be positive.

What concerns did you have about the system?

The concerns for us were that it was a new solution and the possible challenges that come with any new system. Of course, it was not completely painless as we were one of the first clinics to start using Zymego but there is a great team behind Zymego, with very accessible support so the problems that arose were quickly dealt with.  We also had the opportunity to influence and participate in the development of this product. Data security with patient records was a concern among management.

How long until you experienced a noticeable effect of Zymego after launch?

For us, it took about a month before we felt the effect and it was mostly about the patients getting the right information so that they could use the benefits of Zymego.

How have you had to adjust your schedule after Zymego started handling bookings? If yes, in what way and has it been positive or negative?

We had to make some adjustments to the appointment types, to be able to create a flow for the rules for how they would be made available but that was not a negative.

What do you think about working with Zymego? Is there anything that is particularly positive?

Very positive. Fast and result-oriented.

What results have you achieved using Zymego?

We have ensured that we get revenue instead of having empty appointments. We have also reduced the workload on the telephone, which has meant that we have been able to adjust staffing from administration, to meeting and helping patients who have a need other than canceling, rescheduling or putting themselves on the short notice list.

What do patients think of the service?

The patients are satisfied with the service and appreciate the possibility of being able to control their own time and also request earlier appointments while keeping their regular appointment.

Do the staff notice that Zymego handles bookings?

The staff notices that Zymego automatically fills appointments that are canceled at short notice.

Do you have a specific experience you remember, when you realised that Zymego books appointments automatically?

We were setting up a dummy schedule for planning purposes, but accidentally created real appointments and Zymego automatically booked the appointments! It created a bit of panic about removing appointments so that no more patients would be booked on our test schedule! Zymego was too quick for us!

Do you have any practical examples of how Zymego helps your clinic?

By not having to have someone working on the weekend to minimise empty appointments on Monday mornings.

What would you say to other clinicians considering starting to use Zymego?

We think more people should use Zymego to reduce unused care capacity. We recommend clinics to release several appointment types to Zymego, and be generous in order to make it work well. If you limit Zymego's possibilities, the effect will not be as noticeable for the clinic. We have released all of our appointment types, except for surgeries that need general anesthesia, as this requires more hands-on and planning.

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