Overview
Located in Burnaby, British Columbia, Maywood Medical is a group of six family physicians providing full-spectrum, comprehensive primary care services. With only three medical office assistants (MOAs), the team required an effective solution for managing high volumes of patient scheduling and payment tasks.
After experimenting with several add-on products for online booking, Maywood Medical discovered Cortico. Thanks to Cortico’s intuitive interface and seamless EMR integration, the busy clinic rapidly automated nearly 100% of booking and payment tasks.
Impact
Since implementing Cortico, Maywood Medical has:
- Transitioned entirely to online booking. Patients now schedule appointments via a booking link on the website, which automatically syncs with provider calendars and the EMR. The system accommodates all appointment types and services (in-person, virtual, and form requests).
- Automated payment collections. By utilizing custom appointment types (regular, private, specialist, procedural, etc), deposits or fees can be collected at the time of booking where required. Notes and documents can also be automatically released online after payment.
- Increased clinical volume with no additional MOAs. Cortico has enabled Maywood Medical to expand its clinical team without additional support staff. MOAs also now have the capacity to focus on higher-value activities, such as supporting vulnerable patients with navigating care and appointments.
Experiences
Here’s what Dr. Louis Wang, Physician at Maywood Medical, has to say about Cortico:
“Cortico is what I expect to be possible if a major tech company were to design this interface. When our new clinic opened to patient booking, we booked 604 patients within 48-72 hours. As a small office with only 3 MOAs, this volume would not have otherwise been possible if we had to book everyone by phone.
Cortico also allows you to easily charge any type of fees, ensuring that you are remunerated for non-insured services in what is historically a non-reliable cash transaction. This includes any notes that will be released online after payment, private fees paid in full or by deposit at the time of booking, or any unexpected fee resulting from a visit.
There really is no downside! Our clinic is based in BC, and between all our providers, we have used every current EMR and their main add-on technology for online booking. We have gone with Oscar as our main EMR because Cortico integrates so well with it, essentially prioritizing Cortico beyond the EMR selection.”
Looking Forward
Maywood Medical’s experience with Cortico shows that when implemented in a thoughtful way, technology can actually bring patients and clinicians closer together.
With scheduling and payments almost entirely automated, physicians and MOAs now have more time and space to focus on their core business of delivering warm and compassionate family care to their patients. Furthermore, the increased capacity has enabled the clinic to open its waitlist, increasing access for the local community.
