Boston Orthotics & Prosthetics believes that to be successful, all team members must align their efforts toward our common goal, which is to make the patient experience as easy, pleasant, and medically successful as possible.
This year, all 21 of our Boston O&P clinics made New Year's Resolutions with the goal of improving patient satisfaction. And while our scores are relatively high, we want them perfect.
To that end, after seeking input from patients and their families, the team at our Waltham clinic has made two important New Year’s Resolutions for 2018 to make patient-focused improvements within the clinic.
New Year’s Resolution #1: We will decrease the wait time for patients with scheduled appointments.
We are in the process of converting part of our office space into an additional patient room to increase our capacity for seeing patients. This additional space, along with our pledge to continue growing our Certified Orthotic Assistant program through quality education and experiences, will allow our experienced clinicians to see more patients while remaining attentive to their individual needs. Our admins pledge to utilize the wait list and will find timelier alternatives for patients when our available appointment times are the limiting factor to providing a brace to a patient.
New Year’s Resolution #2: We will improve the efficiency and accuracy of our data processing to limit delays in insurance authorizations, ordering, and fabrication of devices.
In the first three months of 2018, we plan to explore three new forms of technology to improve our data processing. This may include paperless registration, real-time document uploading, mobile workstations, or intra-office communication technology. By reducing processing time, we should see an improvement in the time it takes to provide devices and a reduction of rescheduled appointments.