Community Report - April 2016

By Evan Kanouse III - Proud Brook Farmer

Brook Farm is committed to precision in everything we do. That's why we regularly evaluate various aspects of our performance and work dilligently to make noticeable improvements. In this report, we've included a few areas that affect our clients and patients the most and the steps we're taking to change or improve. We welcome feedback and encourage you to take a moment to share your thoughts by contacting us

 

Wait Time (Daily)

Our wait time during normal business hours is relatively steady. We aim for a wait of 8 minutes or less. Our data shows that this number has not increased significantly over the past 30 days.

Wait Time (Urgent Care)

The increase noted last month for our wait time during urgent care hours (Thursday / Friday nights, Saturdays after 1pm, Sundays) has remained the same, coming in at approximately 20 minutes. The practice triages patients as they arrive and works diligently to expedite cases appropriately. Key members of the practice team have met to discuss this metric and to implement steps to limit urgent care wait times whenever possible. 

Telephone

In March, the amount of time it takes for your call to be answered decreased by an average of 7 seconds.  The average amount of calls that we were unable to answer decreased by 0.52 calls. We're committed to providing the highest level of service and will be taking the necessary steps to ensure that this progress is maintained. 

Email

Emails to the practice are regularly responded to within 2 to 3 business hours. Our team aims to check our shared inbox (reception@brookfarmemail.com) at least once every hour. 

Staffing

Claire, our Assistant Director of Client advocacy, continues to brighten up the desk while being trained for Amber's leave of absence beginning in mid-June. Shannon O'Neill, a Client Advocate, will be exploring other opportunities in the field and we wish her the best of luck in doing so. Judy Betz, our Medical Coordinator, has also stepped away from her role in order to pursue opportunities in research. We know both Shannon and Judy will excel in their new roles and wish them all the best. 

New Call-to-action