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Competent and Professional Administration

We focus on developing robust and comprehensive processes, systems, and protocols for all aspects of clinic administration. This approach helps ensure your needs and your patients' needs are consistently and competently met.


How we do it

Everything flows from a combination of two factors: we place a high value on processes, systems, and protocols; and we have the in-house experience and technical skills to achieve same.


Example 1: Appointment Workflow

We use a combination of custom and licensed software to electronically capture who needs to do what to which patient, where in the clinic and when. For example,

  • staff can flag certain visits as requiring certain prep
  • physicians can note that their current patient needs additional care by a nurse
  • staff are automatically notified when potentially contagious patients arrive
  • staff are notified via smart watches or tablets when they are needed
  • physicians can modify the order in which they will see patients

Example 2: Patient Preparation

Physicians and administrative staff collaborate to identify what patient preparation is required in advance of patients arriving. Once patients arrive, automated systems notify the applicable clinic staff member to perform the appropriate preparation based on the physician's personal preferences (e.g. different physicians may request different prep for the same type of appointment such as an annual physical).

Example 3: Non-Medical Correspondence

Clinics receive a vast amount of non-medical correspondence and requests. We use an internal electronic decision tree to help administrative staff know what to do in nearly every possible situation.

In addition to improving efficiency by giving administrative staff template responses to work from, this approach ensures a consistent approach between staff members answering inquiries and an effective way to update and improve processes.

Example 4: Patient Discharge

For when patients leave a physician's practice, a comprehensive protocol has been developed to ensure all outstanding matters have been identified and handled, that the patient's chart is appropriately labelled and updated, and a closing memo has been drafted and communicated to the patient.

This proceduralized approach provides clarity to all parties involved and helps maintain the quality and integrity of your patient roster.

Example 5: Urgent Messages

Despite our encouragement not to, patients will from time to time write in or leave messages containing medically urgent matters. A protocol has been developed to give both admin staff and physicians a clearly defined workflow for how to handle this situation without creating unnecessary stress or uncertainty.

Example 6: Clinic Policies

Having well-thought through & clearly publicized clinic policies help manage expectations and reduce potential problems and conflict. Examples include:

We also strive to publicly discuss complex issues, both as a matter of public education and also to provide a ready point of reference when questions inevitably arise:


Questions or Interested in Visiting?

Contact Dr. Marco Lo with any questions or if you'd like to schedule a visit.