Introduction
Dr. Jonathan Kahn specializes in cornea, cataract, and refractive surgery. During a conversation with Dr. Kahn, we discussed his discovery of Carrot (formerly Virtual Field), the way he implemented it into his practice, and the benefits he’s seen since.
Identifying Pain Points and Setting the Stage for Transformation:
In 2018, while attending the American Academy of Ophthalmology (AAO) conference in Chicago, I found myself five years into my practice journey. Collaborating closely with my partner, we embarked on a thoughtful exploration of the various pain points within our clinical practice.
Our primary mission was to address inefficiencies that hindered the overall patient experience and the smooth flow of patients through our practice. We sought ways to streamline the cumbersome testing processes and enhance overall efficiency. Our goal was to make the patient experience more interactive and engaging while also making data more accessible and user-friendly.
At that time, our practice was transitioning toward a greater focus on cataract surgery, with comprehensive ophthalmology accounting for about a third of our services, including the management of conditions such as glaucoma. My partner, in particular, concentrated on glaucoma care, utilizing advanced techniques such as the 24-2 testing protocol.
Carrot’s Impact on Patient Satisfaction and Accessibility:
Carrot improved our practice’s overall efficiency and led to a noticeable reduction in patient complaints and dissatisfaction.
Some patients who temporarily disappeared during the pandemic returned to our practice. When we inform them that they need to undergo a visual field test, they sometimes express frustration. However, their perspective shifts dramatically when we explain that it’s a virtual field test, eliminating the need for patches, a bowl, or a hot room.
They often exclaim, “Wow, this is like night and day. So much better and easier!”
On the other hand, those experiencing their first visual field test without prior exposure still report some complaints, although it’s significantly improved from what it used to be.
The test’s portability has made a huge difference in patient satisfaction. We can now administer the test in any available exam room; it doesn’t have to be a specific room or suite.
During the height of the COVID pandemic, we even explored the option of conducting the test in the waiting room, thanks to the test’s reliance on Wi-Fi connectivity.
Optimizing Workflow and Reducing Appointment Wait Times
We’ve achieved significant efficiency improvements, resulting in reduced appointment times for our patients. Previously, if a patient had a 9:30 appointment, they would often end up waiting for the previous person to finish (about 15 minutes), causing a backlog in our schedule.
Now, we’ve streamlined the process. We can promptly seat patients and set them up for the test, which typically takes only about 10 minutes. This has allowed us to revamp our workflow, ensuring smoother scheduling and minimizing delays.
Enhanced User Experience and Data Interpretation
As a customer who’s been using Carrot for the past five years, I’ve witnessed numerous improvements, all of which have been highly positive. These changes have significantly enhanced my experience. The way a physician can now interpret the data is notably more efficient, resulting in a smoother and more enjoyable patient journey. Furthermore, I’ve observed considerable improvements in the software’s quality.
We genuinely appreciate the reports provided by Carrot. Over the years, I’ve noticed that the format has become quite similar to what I am used to, which makes it much easier for us to compare results and data. It’s particularly beneficial for clinicians transitioning from other systems to adopt Carrot.
One feature that stands out and greatly contributes to our satisfaction is the color-coding of results. It’s really helpful that positives are highlighted in green and negatives in red. This simple yet effective visual cue makes it much easier to interpret and assess our test outcomes, improving our overall experience with the system.
