Overview

Camillus Health Concern is a private nonprofit healthcare organization dedicated to providing comprehensive and affordable medical, dental, behavioral health, and social services to underserved individuals and families throughout Miami-Dade County, Florida. The organization serves patients from its primary location in downtown Miami as well as satellite clinics at Camillus House and The Salvation Army.

Many of the people Camillus Health Concern serves face significant barriers to accessing care, including housing instability and limited financial resources. Creating an organized, welcoming, and respectful healthcare environment is therefore an important part of the organization’s mission.

To strengthen its admission processes and improve the patient experience, Camillus Health Concern implemented Q-nomy’s Q-Flow.

The challenge

Camillus Health Concern operated four separate waiting rooms across two floors. This physical layout made it difficult for staff to efficiently locate and call patients when they were ready to move to the next stage of their visit.

Staff could not practically walk to each waiting room whenever they needed to find a patient. The process required unnecessary movement throughout the building and made it more difficult to maintain an organized and consistent patient journey.

The organization needed a more effective way to coordinate patient flow across its facility. Any new approach also needed to reflect the organization’s commitment to treating every patient with dignity, particularly those experiencing homelessness or other challenging circumstances.

The solution

Q-nomy’s Q-Flow platform provided Camillus Health Concern with a more coordinated and professional way to manage patient progression across its waiting areas.

Instead of requiring staff to search for patients throughout the building, the platform helped the organization manage the process from a centralized system. Staff could call patients and guide them through the next stage of their visit without repeatedly moving between four waiting rooms on two different floors.

The solution also supported improvements to the organization’s broader processes and workflows. By creating a clearer and more structured patient journey, Camillus Health Concern could improve admissions while delivering a more organized experience for both patients and employees.

“Q-Flow allowed us to substantially improve our processes and workflows. No more chasing down patients all over the building. We now have a professional setup that lowers the natural anxiety of a doctor’s office experience and treats the poorest among us with the dignity they deserve."

Jose J. Mejias, IT Director

The results

Q-Flow substantially improved the patient experience and supported faster admission processes at Camillus Health Concern.

Staff no longer needed to move throughout the building searching for patients across multiple waiting rooms. The organization established a more coordinated method for calling patients, directing them to the appropriate area, and managing their progression through each visit.

The platform also supported broader workflow improvements, helping Camillus Health Concern create a healthcare environment that felt more professional, predictable, and reassuring.