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A practice manager's view of running letters across two sites, without a typing queue or a print run.
Before Medow, a letter from Precision Haematology's clinic took 48 hours at a minimum to reach the GP. One admin staff member dedicated an entire day, five days a week, on just these letters. Now a letter can be with the GP the same morning. Sometimes the patient walks out holding it.
Practice Manager Joanna Clegg runs the clinics' front desks across East Melbourne and Richmond with a team of five full-time admin staff. Here's what changed for them.
It's been a complete game changer for getting letters out without error and very quickly
Previously, typed letters came back from the transcription service in about 24 hours. Then the letters went on a long and inefficient journey around the practice. Joanna dedicated one staff member every day just to letters, and none of that work was typing. For a smaller practice, that's half the front desk.
Doctors use Medow's ambient AI scribe, then review and approve their letters. Admin attach any pathology or radiology results through Genie before the letter goes out.
Joanna no longer chases a typing service to find a letter or check how it's being sent. In Medow's admin portal she can see every letter in the practice, check it and send it herself.
The front desk loves it because it's just far less complicated.
Medow's support isn't a helpline with a ticket queue. Doctors and admin can message or call whenever they need help, and they reach their dedicated Customer Success Manager who already knows the practice, the doctors and how the clinic runs.
Having a dedicated person… just makes it so much more accessible. You don't feel like you have to call up and start from the beginning every single time… it's reassuring when you call.
Joanna hears the same thing from her doctors: letters no longer pile up for the weekend. They are written and approved by the end of the clinic.
It just lightens their load… for them, it's reassurance that those referrals they're writing are going out today… that time-sensitive letter to the GP is being sent and actioned now.
The front desk handles around 700 emails a day. Now the day's letters are cleared in half a morning, and the rest of the day is dedicated to the inbox, the phones and the patients at the desk.
It has honestly just given us back so much time.
The one doctor still on transcription makes the comparison obvious.
I pay the same amount for their transcription service over three months as I do to have the rest of our doctors on Medow for a year.
I would encourage anyone to pick it up. In fact, I already have. It's user-friendly, and it comes from a specialist perspective. I've run around excitedly talking about Medow since we started.
Still losing a staff member a day to the letters queue?
See how Medow works for multi-doctor specialist practices at medowhealth.ai
