Amanda Westerlund
Operations manager at Ryggkirurgiskt Centrum
What possibilities did you see when you discovered Zymego?
To be able to optimise our schedule, reduce empty time slots and give patients the opportunity for better appointments.
What is the most important result you’ve had from using Zymego?
We have reduced the number of empty appointments and reduced the administration time our staff spent filling late cancellations.
Tell us about the challenges you had before starting Zymego, which made you want to start using the service.
We got Zymego because we had between 5-10% empty appointments in our schedule that we wanted to fill. It was a bit difficult to understand everything with the appointment types descriptions and flows, at first. We had to change our routines so as not to forget to block some appointments when needed.
What concerns did you have about the system?
That it wouldn't work and it could cause everything to become chaotic, but it turned out to work great.
How did you experience the implementation of Zymego?
Somewhat complicated, as there were several of us involved and I had to "take over" the responsibility in the middle of the implementation process. It would have been easier to be involved from the beginning, but it worked out well.
How long until you experienced a noticeable effect of Zymego being active?
It only took about a month.
What problems have you encountered starting Zymego?
Just small things. A few times we have forgotten to block appointments that we did not want Zymego to fill.
Have you had to adjust your schedule after Zymego started handling bookings? If yes, in what way and has it been positive or negative?
A little but on the whole, no major changes.
What do you think about working with Zymego?
It works well.
What results have you achieved using Zymego?
The cancelled appointments we have had in our schedule have sometimes been filled within seconds. The time our administrative staff previously spent filling these appointments has been reduced. Above all, it reduces stress for many of our employees and it improves the patients’ experience of the care, being able to get an appointment quickly.
What do patients think of the service?
They think the service is very good and appreciate being able to get offers of earlier appointments. For example, we had a patient that received a referral to us yesterday and they got an appointment the same day.
Do the staff notice that Zymego handles bookings?
Yes!
Do you have a specific event you remember when you realised that Zymego books appointments automatically?
Yes, we realised when five appointments for our evening reception were released and within a minute they were all booked by patients that wanted to reduce their waiting time, automatically!.
Do you have any practical examples of how Zymego helps your reception?
Reduced time for rescheduling and cancelling appointments. Reduced time on the phone. Reduced staff frustration. Fills cancelled appointments. Gives patients the opportunity for shorter waiting times.
What would you say to other clinicians considering starting to use Zymego?
Go, you don't understand everything at once, but the system will work for you. Start slowly with some appointment types and connect more appointment types gradually.
