Key-Whitman Eye Center’s Technology Reduces Patient Wait Times

Success series presented by BBVA Compass | Dr. Jeffrey Whitman explains the science behind reducing patient wait times, the importance of a positive company culture, and more.

Few eye doctors have an enthusiastic fan base, but Dr. Jeffrey Whitman is one who does. Whitman started his career in the mid-80s and joined a small, promising practice in downtown Dallas with Dr. Charles Key, a man who’d been seeing patients since the late 1960s.

Jeffrey Whitman. Photo courtesy of BBVA.

Jeffrey Whitman. Photo courtesy of BBVA.

The Key-Whitman Eye Center grew in popularity, and when Dr. Key retired in 1995, Whitman decided to expand to nearby Plano. From there, he hired more doctors, opened more locations and invested in technology and infrastructure improvements. The center started participating in FDA studies of new eye surgeries and pretty soon became known around the country as one of the foremost eye clinics.

Today, Key-Whitman Eye Center has six locations in the Dallas area, more than 150 employees, six ophthalmologists, five optometrists, and some of the shortest wait times in the industry.

“Patients don’t often think about doctors as businesspeople, but they are,” Whitman said. “The more efficiently our centers run, the more delighted our patients are.”

INNOVATIVE THINKING

Thousands of patients come through the doors of Key-Whitman Eye Center, annually. That number is expected to grow with its recent addition, a 35,000 square foot building on North Central Expressway in Dallas.

With so many patients, doctors, technicians, and administrative staff, it may seem difficult to keep track of everyone, but Whitman and his crew have it down to a science.

In early 2015, they started testing a tagging system for patients. Every time a patient would come in, they’d receive a clip-on tag to put on the neck of their shirt or sweater. The tag was then connected to the center’s central computer system to allow doctors and family members to easily locate patients and identify wait times.

“The more efficiently our centers run, the more delighted our patients are.”
Dr. Jeffrey Whitman

“After trying it out, we’ve decided to do analysis regularly to report on how long each doctor spends with each patient and how long each patient spends in each part of the exam,” Whitman said. “We’ve been able to see why certain tests have bottlenecks and it has helped inform us as to when we need to hire someone else to keep wait times down.”

The results of the initial test have been astounding. Patient reviews have gone through the roof and the center has been able to accommodate 22 percent more long appointments.

In early 2016, the center started working with an app developer to create a system with iPads to match doctors to exam rooms. The new system hooks into a central computer via wireless internet and pairs each doctor to a specific color light that illuminates outside each room. The system has worked beautifully and Whitman says they plan to continue using it.

 “When a doctor is needed in a room, the iPad connects to the specific doctor’s phone and flashes to tell them the patient is ready,” he said. “It also tells the doctor how many minutes the patient has been waiting.”

POSITIVE COMPANY CULTURE

In addition to innovative treatments and patient interfacing strategies, the Key-Whitman Eye Center is known for its positive internal culture and has repeatedly earned a spot on The Dallas Morning News’ Top 100 Places to Work in Dallas in 2016.

 “I think a lot of it has to do with the way we develop our offices,” Whitman said. “We don’t have doctors hiding in offices; we have a central hub of office desks that we call ‘the bullpen.’ No one is closed off and hiding. We are all available.”


The BBVA Compass Success Series highlights home-grown, innovative businesses in the North Texas region who are also BBVA Compass clients. 


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