C L I E N T H I G H L I G H T
South Calgary Primary Care Network
Primary Care • 31 Rooms • Calgary, Alberta
“In a large clinic with multiple programs and moving parts, CHIME has made a real difference for both staff efficiency and the patient experience.”
— Paul Fulbrook, Program Manager, Clinical Operations
About South Calgary Primary Care Network
Established in February 2006, the South Calgary Primary Care Network (SCPCN) serves communities south of Anderson Road to the southern, western, and eastern city limits of Calgary. Our vision is to lead optimal personal and community wellness, and we are committed to supporting south Calgary residents through the development of a sustainable, patient-centred Medical Home.
Located in one of the fastest-growing areas of Calgary, SCPCN now includes 339 member physicians across 75 clinics. In addition to supporting our member clinics through our team of allied health professionals, SCPCN also operates a Family Care Clinic within our Wellness Centre.
The CHIME implementation took place within the SCPCN Wellness Centre, where it supports clinic operations and patient flow in a busy, multidisciplinary care environment.
Results & Highlights
As a busy clinic with both Family Care physicians and multiple programs operating in one location, we adopted CHIME to reduce traffic at our reception desk and make patient flow easier to manage. Since implementing it, CHIME has helped us automate a meaningful amount of repetitive manual work, improve visibility for our clinicians, and create a smoother experience for patients moving through the clinic.
Reduced Front-Desk Pressure Through Self Check-In
We introduced CHIME to reduce long queues at reception and lessen the need for dedicated staff resources to manage front-desk traffic
We estimate CHIME automated the equivalent of roughly 1.0 to 1.5 staff worth of manual work that would otherwise need to be done by our team
Less Manual Running Around Across a Large Clinic
CHIME has automated tedious processes like checking patients in, escorting them to rooms, and repeatedly walking through a large clinic throughout the day
This has helped reduce unnecessary movement for staff and made patient flow easier to manage across multiple programs and providers
Better Patient Experience
Our patients find CHIME easy to use, and they appreciate having clearer expectations around their wait time
It has also added a more modern feel to our reception area while helping reduce the amount of time many patients need to spend in the clinic
Our Biggest Challenge was…
The biggest challenge was configuring CHIME to support multiple different programs operating in a single location, with multiple waiting rooms and different flows for different appointment types. That said, the CHIME team was excellent to work with: we explained what we wanted and how we thought it should work, and they were able to make it happen.