Malvern Clinic
How Sentry Health helped Dr. Mahoney reduce her hours without sacrificing her billings
When unexpected events forced Dr. Donna Mahoney to step down from her practice, she turned to Sentry Health to help her develop a transition plan and ensure continuity of care for her patients. Thanks to Sentry Health's administrative support, Dr. Mahoney was able to trim down her workload and take back control of her time.
Growing Your Practice Again.
Leaving behind your practice is often an unpredictable but unavoidable situation for many doctors.
In Dr. Mahoney's case, she was suddenly faced with the need to step away from her life's work at Malvern Clinic due to some personal arrangements.
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Deeply concerned about leaving her patients without proper care, she turned to her fellow clinicians for help. However, after speaking with just a few of her colleagues, she discovered that each of them was facing a very similar situation in which their practices were overburdened and unable to accept any new patients, including hers.
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That’s when she connected with Sentry Health.
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Before even beginning to discuss her needs, Dr. Mahoney wanted to make sure that the Sentry Team knew what they were doing. After all, this was her life’s work and her patients deserved the best.
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The team walked her through all of the comprehensive steps required for her transition, and they demonstrated a thorough understanding of her patients and their medical needs.
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The Sentry Team recognized how Dr. Mahoney wanted to practice medicine and worked to ensure her concerns were heard. They even sourced a geriatrician to address the long wait times she had with her local contact.
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With all of the support she received, Dr. Mahoney ended up maintaining her billings even after reducing her hours.
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In the end, she was able to walk away with a small honorarium knowing her life’s work would continue to be preserved.
About Malvern Clinic
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Malvern Clinic is a family practice in Scarborough, Toronto, ON.
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Services: Family doctor
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Clinic Size: 2 physicians
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Location: Toronto, Ontario
Expanding Your Clinic while Maintaining Your Patients' Care
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Sentry Health's support allowed Dr. Mahoney to lessen her workload at Malvern Clinic so she could focus on her time on what matters most: her patients.
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Here's 14 benefits Dr. Mahoney gained from using Sentry Health to help her transition out of her practice:
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1. Understanding the clinical processes and workflows
The Sentry Health team showed a deep understanding of Dr. Mahoney's clinical processes and workflows, adapting, modifying and integrating the existing workflows into Sentry's medical network in order to facilitate a smoother transition for her patients.
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2. Meet and greet campaign
As soon as the practice had been taken over, a letter was sent out to all the patients on the roster, encouraging them to come and meet the incoming doctor and the new team.
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“New patients who were on waiting lists for months were being called in to meet and greet the new physician. The team reached out to every single patient in my roster and shared the heartfelt but encouraging news.”
3. Understanding the features of the EMR used by Malvern family practice.
Each medical practice uses one or more EMR. The IT team takes the time to understand the structure of the existing EMR and subsequently integrates it with Sentry Health’s platform. This improves patient engagement and clinical workflow of the practice.
4. Expanded staff and central support
A medical assistant was recruited and trained to support the growth the of clinic and physician's specific needs. On top of that the clinic also had access to central care operations that provided support by handling many administrative tasks.
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“I was thoroughly impressed with their clinical evaluation, security audit and transition plan. They found me a like-minded physician who I was able to vet and develop a relationship with, to inherit my patients.”
5. Training MOA on our new platform and existing workflows
The new Medical Office Assistant (MOA) was given training by the incoming IMG in the starting weeks.
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6. More Doctors' Hours
One of the most critical elements of the transition, Sentry Health was able to expand clinic hours by adding more practitioners and hours.
7. Outbound Calls
The Care Coordinator team connected with all the patients and booked appointments through Sentry Health's Virtual Care platform.
8. Marketing materials/Posters all over the complex (for organic traffic)
To inform the neighbourhood and increase the brand visibility of Dr. Rajaratnam's practice, Sentry Health used its marketing collaterals to spread the word about Malvern Clinic.
9. Virtual Support
The Sentry team helped setup and enable virtual telemedicine so that assessing patients could be seamless and efficient.
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“They set up virtual care for me so that I could continue to work from home but on a more balanced level. They brought in a medical assistant that helped me with my notes so that I could spend more time with each patient instead of worrying about the traditional administrative oversight.”
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10. Security audit of the IT infrastructure
The IT Infrastructure was audited as per Sentry Health's Corporate Information Security Policy and procedures were disseminated to the new clinical staff.
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“The security team also identified several minor concerns that needed to be patched up to ensure that we were not exposed - I’m embarrassed to say some of my equipment and procedures were quite dated.”
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11. Digitalization
The IT Team digitized and automated all of Malvern Clinic's forms, including forms required by patients, referrals, and consult notes. In turn, this helped generate quicker turnarounds.
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12. Preventative Care & Screening
Our team prescreens all the patients before the Dr. consults them. During this consultation, the IMG also looks for potential issues that may need additional screening to keep up with modern evidence-based practices.
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“The Sentry Team has powerful internal metrics that govern their processes. They invented the patient engagement and disease prevention percentages to guide their care for each patient. It's a measurement of how the team remains focused on every single patient in my roster, discussing not just best of care, but with a mandate on prevention.”
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13. Monitoring
Patient engagement was monitored daily to proactively take any required measures to help improve a patient's journey.
To this day, I am still in control of how much I work. I regularly ask the team to schedule me for a few days so I can see some of my dearest friends.
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Feeling more liberated than burdened, I can truly reconnect with the passion in my work.
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Thank you, Sentry Team.
- Dr. Donna Mahoney
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