Customer story

Rodin Clinic

Learn how Sharlene Holtom, Practice Manager at Rodin Clinic improved their patient experience through Clinic to Cloud.

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RODIN CLINIC
PLASTIC & COSMETIC SURGERY

Key results

  1. Switching made simple: Despite accruing a significant database since 1997, the Rodin Clinic found migrating all their patient data and clinical files to Clinic to Cloud simple, secure and seamless, with support all the way
  2. Anytime anywhere access: Clinic to Cloud helped Dr Cooper manage his schedule, clinical notes, patient imagery and test results on the go, while working across multiple healthcare settings across the country
  3. A better patient experience: Thanks to Clinic to Cloud, the team at the Rodin Clinic are able to provide information and quotes to the patient immediately after consultations, often within minutes, providing the patient experience and service they have always aspired to achieve.

The Rodin Clinic is owned and operated by reconstructive and plastic surgeon Dr Timothy Cooper. He has been in operation since 1997 specialising in Rhinoplasty, Face lift and Breast Surgery. Dr Cooper has also volunteered his services for the past 20 years in Bali and Indonesia specialising in burn injuries and cleft palates in children. Since that time he has changed the lives of hundreds of patients across the country.

Dr Cooper received the Order of Australia in 2016 for his contribution to the industry, and for his decades of volunteer work with both The John Fawcett Foundation and Interplast Australia.

Sharlene Holtom became Dr Cooper’s Practice Manager seven years ago, and recently set about to transform the practice with cloud health software that was more user friendly.

“We were using another health system and Dr Cooper's said it was too clunky and not very well suited to private practice or specialist surgeons. It was something that bothered him, it just wasn’t user friendly,” Sharlene says. “Since the implementation of Clinic to Cloud in 2019, we’ve loved the flexibility it offers.”

“Switching to Clinic to Cloud was particularly important to us when COVID hit, as the clinic couldn't perform surgeries or do non-surgical appointments for two months. We were working remotely as well as in the office, so having access to our database after hours or remotely was a significant benefit for us. I don’t know how we would have operated without it.”

The Challenge

As a surgery that has been in operation for more than 20 years, The Rodin Clinic had a significantly large database of patients.

“I manage this database as well as the daily practice operations, such as accounting and patient management,” Sharlene says. “So patients will have the consultation with Dr Cooper and then after the consultation, we would then go through estimates and costings with the patient.”

“It used to be an extended process to try and retrieve that information and prepare the quotes. So, more often than not, we would let the patient walk out and email it to them and then converse with them via email, back and forth. This took a long time and it just wasn’t the kind of customer service we wanted to provide at all.”

The Solution

In early 2019, the Rodin Clinic decided to switch to Clinic to Cloud, and found that even though they had a significantly large database, the data migration to the new platform was very smooth.

“If you could imagine, we've been in practice since 1997, so we had a massive patient database,” Sharlene says. “We also had a massive database of imagery, and we were a little bit concerned about transferring that. There were also a lot of templates I had to retrieve from our incumbent software and send over to implement,” Sharlene says.

“However, the transition to Clinic to Cloud went exceptionally smoothly, better than I expected. We also had a particular staff member as well who was a little bit daunted by leaving a program that she'd been working with for years. But you know, the simplicity of Clinic to Cloud was fantastic, it was easy for everyone to use, and we saw benefits immediately.”

The Results

Thanks to Clinic to Cloud, the team at the Rodin Clinic are now able to provide information and quotes to the patient immediately after consultations, often within minutes, providing the kind of patient experience and service they have always aspired to achieve.

“The turnaround for us was almost immediate,” Sharlene explains. “For example, Dr Cooper doesn't just consult in Perth, he travels to other cities. He found he's able to open up the Clinic to Cloud app and then take patient imagery immediately and upload it into the file, so nothing is lost.

“Another aspect I like is that we get emails for bookings from patients or via SMS after hours on the non-surgical side and also surgical side. So, being able to have access to our appointment schedule from anywhere, at any time, is fantastic. I can check our appointments, see what is available and get back to the client immediately. And I think in this day and age, this kind of patient service is essential.”

Since implementing Clinic to Cloud, the team at Rodin Clinic have saved considerable time, boosted efficiency, while continuing to drive a better patient experience.

“Before the change, enacting Medicare online involved different portals and a lot of time just to submit rebates,” Sharlene said. “So having that immediate access is very beneficial. Having pathology and imagery in there, straight away, is also fantastic. It's just it's a lot quicker, it's a lot smoother, it's a lot easier. And for all the staff members, it's been very user-friendly.”

“I also handle the accounting side of the business. To submit a major order and report all the banking, I retrieve a lot of information from the database, so the simplicity of retrieving the reports is great now, it saves a lot of time. We are so pleased with the Clinic to Cloud software, we can’t fault it.”

Features Rodin Clinic love

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Improved Patient Experience

The team at the Rodin Clinic are able to provide information and quotes to the patient immediately after consultations, often within minutes, providing the patient experience and service they have always aspired to achieve

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Anytime, anywhere access

Clinic to Cloud helped Dr Cooper manage his schedule, clinical notes, patient imagery and test results on the go, while working across multiple healthcare settings across the country

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