Implementing Accurx for Total Triage Enhancing Care Navigation and Patient Experience

Area of Science:

• Healthcare Management
• Digital Health Implementation
• Patient Triage Systems

Background:

• Traditional healthcare appointment scheduling faces challenges like long wait times and high call volumes.
• Digital platforms offer a remote-first approach to healthcare delivery, improving efficiency and patient access.
• Total triage systems aim to prioritize cases and allocate resources effectively through initial remote assessments.

Purpose of the Study:

• To evaluate the implementation of the Accurx total triage platform at Bilston Urban Village (BUV) Medical Center.
• To assess the impact of Accurx on call wait times, patient satisfaction, and staff experience.
• To identify challenges and areas for improvement in digital triage system implementation.

Main Methods:

• Retrospective study analyzing data from August 2023 to September 2024 at BUV Medical Center.
• Mixed-methods approach combining quantitative analysis of call wait times and qualitative patient surveys and staff feedback.
• Assessment of system efficiency, patient experience, and staff perceptions regarding the Accurx platform.

Main Results:

• A 35% reduction in average call wait times was observed post-Accurx implementation.
• 58% of patients found the Accurx system easy to use and effective; 14% reported navigation difficulties.
• Staff feedback indicated streamlined triage and reduced administrative burden, with a need for better support during peak times.

Conclusions:

• The Accurx total triage platform enhanced efficiency and satisfaction at BUV Medical Center, notably reducing wait times.
• Digital triage systems show potential for transforming healthcare delivery by improving access and resource utilization.
• Addressing navigation and responsiveness challenges is key to optimizing digital triage systems for sustained impact.