Harrow Health Care Transforms Patient Engagement and Flow with Convene Group

“Our goal at Harrow Health Care has always been to provide exceptional patient care, and that extends to every touchpoint, including arrival. Before implementing Convene’s self-service kiosks, our reception team was stretched at times. Convene has fundamentally changed that, creating a more efficient and premium patient experience.”

– Alon Brizman, Head of Harrow Health Care

The Challenge: Balancing High Demand with Personalised Care 

Harrow Health Care, a prestigious private GP surgery and Travel Clinic serving an ever increasing patient base. Located within the Clementine Churchill Hospital, it found its administrative processes increasingly strained by rising patient volumes. The manual check-in system created bottlenecks, leading to longer wait times.

Staff were often diverted from providing a personalised, premium service to managing queues and repetitive data entry, impacting both patient satisfaction and staff morale. The need for a more streamlined, patient-centric approach became clear.

The Solution: Seamless Self-Service Integration

Harrow Health Care partnered with Convene Group to introduce their intuitive self-service patient kiosks into their main waiting area. The solution was carefully chosen for its user-friendly interface and its ability to integrate with the practice’s existing patient management system. This allowed patients to quickly and securely check in for appointments, verify personal details, and pay for their treatments, freeing up reception staff.

The Impact: Measurable Gains in Efficiency and Satisfaction

Since the implementation of Convene Group’s kiosks, Harrow Health Care has observed significant improvements:

• Reduced Patient Wait Times: Convene’s multi-lingual service has helped made the patient arrival process more efficient and pleasant.
• Increased Staff Productivity: Front Desk staff are empowered to focus on more complex patient queries, and delivering a more premium, personalised service 
• Improved Data Accuracy: Direct patient input via the kiosks has led to a reduction in data entry errors, ensuring more accurate and up-to-date patient records.
• Enhanced Patient Experience: Via a streamlined and modern, multi-lingual check-in and payment process.

“The kiosks are incredibly reliable and easy to use, and the positive impact on our daily operations and patient feedback has been undeniable.”

The Future: Empowering Patients and Staff for Better Healthcare

“Convene Group didn’t just provide us with technology; they delivered a solution that genuinely empowers our patients and our team. The kiosks are incredibly reliable and easy to use, and the positive impact on our daily operations and patient feedback has been undeniable. We look forward to continuing to innovate with Convene – to deliver new functionality like appointment booking and reviews – to further enhance patient experience at Harrow Health Care.”

— Alon Brizman, Head of Business Operations

Harrow Health Care