Polyclinique du Quartier + Navig
Private GMF serving the population of Granby, Canada, since 2021.
The situation before Navig
The Polyclinique du Quartier is overwhelmed by an ever-increasing number of calls and is mobilizing its auxiliary nurses to try to improve the relevance of medical appointments.
10 hours
The time invested by nurses each day to make appointments
34%
The proportion of medical appointments perceived as irrelevant by physicians
11 minutes
The average time spent by a secretary and a nurse to grant an appointment
42%
The proportion of calls remaining on the nurses' overflow list at the end of the day
What we have done
Customization
The clinic already benefits from a great multidisciplinary team. Navig's customization stage ensures that this translates into better access from the patient's first contact with the clinic.
Training
Navigators are trained on Navig and the concept of an overflow list is maintained, which allows auxiliary nurses to be accessible to patients who do not have access to an appointment.
Safety net
Community pharmacies in the area are met, given explanations about Navig and contact information for our team in case of misdirection.
Let's go!
Our team is on site with the navigators, who now realize that their work can be very rewarding and much more satisfying.
Navig made it possible to change everything
Polyclinique du Quartier’s situation improved significantly thanks to the deployment of Navig.
More nursing care
A 71% relative reduction in the amount of time spent on the telephone by nurses allowed them to focus their time and effort on providing nursing care.
Sample collected in December 2022.
More relevance
Navig generated a 65% relative reduction in the proportion of appointments perceived as low or irrelevant by the clinic's physicians.
N = 11 physicians, survey conducted in December 2022.
Better equipped navigators
Navig generated a 106% relative reduction in the time spent on the phone by the clinic's operators and secretaries, now called navigators, without mobilizing nurses.
N = 6655 referrals, survey conducted from December 2022 to March 2023.
Better access
Navig generated a 68% relative reduction in the number of patients who needed to be seen by a physician but did not have access to a time slot.
N = 6655 referrals, survey conducted from December 2022 to March 2023.
