Urgent Care Slashes Wait Times (Part 1: Lobby Wait Times)

Getting Real About the Wait

Every urgent care worth their salt knows lobby wait times need to be reduced, but without being able to accurately measure them, it’s hard to improve. When Zelcare, an urgent care in New York, implemented Stat and reviewed the passively collected data the platform provides, the reality of their lobby wait times came into sharp focus. Operational leaders saw an obvious opportunity to improve efficiency. They set a goal to reduce rooming times and increase throughput, a strategic move to reduce patient wait times.

Before Stat: Bells, EMRs, and Bottlenecks

Before Stat, rooming at Zelcare was your traditional manual maze. Attempts to increase MA awareness of checks-in included a doorbell placed in break rooms. Medical Assistants (MAs) had to constantly refresh the EMR just to check if a patient had been checked in. If an MA stepped away from their laptop for a quick break or to assist a colleague, they’d miss the update. Check-ins went unnoticed, and patients waited. 

Patchwork workflows created stress for staff and led to the unpredictable waits for patients we’re all familiar with. 

One Click, Instant Clarity

Stat changed everything. With one click at the front desk, MAs received real-time alerts on their phones, desktops, and centralized Flowstations that a patient had checked in. No more waiting for someone to hear a bell, constantly refreshing the EMR, or missing check-ins. 

Zelcare used Stat to create a simple, seamless way to keep the team in sync:

• Instant alerts eliminated missed check-ins.
• MAs could room proactively, even when away from their desks, optimizing patient flow.
• The front desk no longer had to rely on outdated solutions.

Success for Staff and Patients

The impact was immediate and measurable:

• 30% reduction in lobby wait times across the organization.
• Faster check-in-to-rooming transitions, resulting in a smoother experience for patients and staff.
  

“Stat is very, very easy to use. It's so easy to check a patient in, transfer the patient, change providers, everything. I feel very positive about Stat and our staff was very happy with it.” - Yidel Polatsek, Practice Manager

Simpler Fix Than You Think

You don’t need multiple systems in your tech stack to run your urgent care operations. Stat’s healthcare operations platform, with real-time alerts and automated workflows, closes strategic gaps, lightens the load for your staff and gives you the oeprational data you need to improve. 

‍

If you're still relying on outdated tools, it’s time to simplify with Stat.

🟢 Read Part 2 (Flu Surge)

🟢 Schedule a Demo

‍