In the bustling heart of Haukeland University Hospital in Bergen, the Orthopedic department is setting new standards in patient care. With 19 dedicated secretaries, their commitment to excellence shines through every day. Recently, they celebrated a significant milestone – welcoming the 600,000th user of CheckWare, an innovative digital self-reporting tool revolutionizing patient care at the hospital.
Rapid Growth in Digital Healthcare
The adoption of CheckWare has been nothing short of remarkable, with over 100,000 new patients embracing this digital self-reporting solution each year. As of last September, half a million patients had already experienced the benefits of this innovative platform. Fast forward to this summer, and the user count reached a staggering 600,000.
Due to the holiday season, the celebration was postponed until August. Still, Paula Carolina Sætre, the office manager of the Orthopedic department, and Elisabeth Troye, the deputy head of the department, were both ecstatic about the milestone. Their dedication to delivering exceptional service is evident in their impressive average phone response time of just 24 seconds!
A High-Pressure Environment
Working in the Orthopedic department is not for the faint-hearted. These hardworking secretaries handle both acute and emergency surgeries while caring for chronic patients who return regularly. They've formed strong bonds with their patients, and their team is entirely composed of women, making any male secretary a highly sought-after rarity.
Despite their demanding schedules, the team prioritizes creating a supportive work environment. They organize activities like football matches, outings, and dinners outside of work hours, all thanks to a dedicated social committee.
"We want our secretaries to take pride in their work at the Orthopedic department. Fortunately, we have a team of skilled and passionate secretaries who genuinely enjoy each other's company," says Paula Carolina Sætre.
A Quest for Excellence
The secretaries don't hide their enthusiasm for being recognized for their hard work.
"We are known for our pursuit of excellence. We aspire to be the leading department in the entire Haukeland University Hospital. There's no doubt that we have a competitive spirit," says the office manager.
Their key responsibility is ensuring patients receive the right appointment with the right doctor at the right time. A friendly atmosphere combined with job predictability is their recipe for outstanding service.
"We have established routines for everything, ensuring consistency in our work. We've created guidelines for responses and information requirements, making it easier for our colleagues to handle tasks when they are away," explains Elisabeth Troye.
CheckWare: A Game-Changer
The Orthopedic department has been using CheckWare for a few years and couldn't be more pleased with the results.
"We might be the hospital department that advertises CheckWare the most. Patients receive forms on their mobiles within seconds, making for swift responses. As they complete the forms, the information is automatically stored in the patient's records," says Paula Carolina Sætre.
One area where CheckWare shines is during emergency surgeries. Previously, patients could spend hours waiting at the emergency department, filling out paperwork. Now, after an accident, patients are sent a form to input their personal information. This not only expedites the process but also ensures that the information is accurate.
"The patients find the system very user-friendly, and they don't require training because using the forms is so straightforward. For our secretaries, it takes just ten minutes to become proficient in CheckWare. Moreover, the doctors have confidence in the accuracy of the patient-provided information, allowing the anesthesiologists to tailor their care accordingly. This makes the entire process more efficient and cost-effective for the hospital," concludes Paula Carolina Sætre.
In the Orthopedic department at Haukeland University Hospital, excellence isn't just a goal; it's a way of life. With CheckWare, they're not only achieving their ambition but also transforming patient care for the better. It's a remarkable journey towards a healthier future.