Tag: online appointment scheduling

As the country strives to ramp up the pace of COVID-19 vaccinations, providers need to take new approaches to drive registration volume. Healthcare experts are increasingly concerned about the rapid spread of the highly contagious delta variant, which now makes up over 83% of COVID-19 cases. This variant is estimated to be 60% more transmissible than previous strains, and while vaccination doesn’t eliminate the risk, it does reduce the likely severity of infection, which is better for both individuals and health services. Ramping up the vaccination program and ensuring that a large proportion of the population receives the injection just became a lot more urgent. This is also critical for vaccine management plans as the U.S. looks to offer and roll-out booster shoots later this year. The initial vaccine rollout was plagued with issues, many of which remain unresolved. An uneven rollout, confusion over where to get vaccines, and logistical obstacles with preparation, distribution and funding at the state level meant the program got off to a slow start. Consumers were deterred from registering due to inefficient scheduling systems, while others were left frustrated by basic user interface challenges. And for those less familiar with digital technology, the shift to online platforms took some getting used to. Now, with the delta variant taking hold, and vaccine hesitancy on the rise, healthcare providers need to consider how digital technology can make vaccinations more accessible, rather than becoming the obstacle. Improving the user experience through digital tools and automation can reduce barriers to care, drive up vaccine registrations, and ultimately lead to better outcomes for individual and population health.   Poor UX creates avoidable barriers to scheduling care One of the major accessibility challenges for consumers was being able to schedule vaccine appointments. In the initial rush to get vaccinated, demand outstripped supply, and online scheduling systems struggled to bear the load. Some providers tried to rely on email booking systems or third-party event schedulers – which resulted in communication errors, delays, missed appointments, and huge burdens on call center staff. For individuals who were unable to use online systems due to limited internet access, disability, or unfamiliarity with the technology (for example, as reported by some older people), the inaccessible and non-intuitive user interfaces created a digital divide. The poor user experience also contributed to some individuals feeling hesitant about seeking the vaccine, eroding their trust in the system as a whole. Efforts to increase and ramp up vaccination rates will be much more successful if the scheduling process is simplified.   Frictionless scheduling and registration can drive up vaccine rates  With the right data and digital tools, many of these patient access challenges can be resolved. Frictionless self-scheduling and streamlined registration processes can make it easier for people to book appointments and register for the vaccine. For example: Online scheduling platforms allow patients to book and reschedule vaccine appointments whenever and wherever it’s most convenient, as part of a multichannel approach. Automation enables providers to create an outreach list of patients who may be waiting for the vaccine, and send automated reminders by text or email. These can be used to disseminate accurate information to alleviate vaccine hesitancy. The messages can also be personalized to follow the patient’s individual communication preferences. Consumer data and analytics on the social determinants of health can be folded into communications, to tailor information to specific segments of the population who may have been adversely affected by barriers to care. Scheduling software can pull together real-time booking and registration data into a single, holistic view of patient access, whether patients booked via online platforms, call centers or in provider offices. This will help alleviate bottlenecks and make better use of staff resources.   Digital tools can improve the patient experience and supercharge vaccine management plans, but only if they are implemented properly. Experian Health’s Director of Product Management, Liz Serie, says, “The old way of doing patient intake involves piles of paper, clipboards and long waits in the waiting room. The new way involves automation, pushing relevant and personalized information to patient’s devices, and seamless data management to initiate the patient journey. It’s a reassuring, simple and reliable user experience, especially as many still need to be vaccinated. And as patient volumes drive back up, investing in a welcoming digital front door is critical.” The future of patient access is digital, and providers that get their systems up and running effectively now will reap the benefits in the long run. Find out more about how data and digital tools can make vaccine appointment scheduling a breeze for your patients and patient access team.

“It’s important to provide our patients with the absolute best access channels to quickly and seamlessly connect with the care they need. Experian Health’s solution guides our patients to the right care and digitally connects them with a confirmed appointment.” - Kaci Husted, Vice President, Benefis Health System It’s shouldn’t come as a surprise that patients today want their healthcare experience to mirror the flexibility and convenience that they are now accustomed to with other industries. Notably, patients want easier and faster access to care, and preferably without having to pick up the phone to call and make an appointment.   Benefis Health System knew it needed to provide patients with a new and improved access experience. Patients were required to call the office during business hours to book an appointment, and while some may have been immediately connected with a scheduler, others would have to leave a voicemail or be placed on hold. The process was not only taking valuable time out of patients’ days but carried the risk of delaying care. With online self-scheduling in place, patients can schedule an appointment online with any of Benefis Health System’s 300+ providers, regardless of time of day. The solution leverages powerful decision support, which guides patients directly into the appointment type and provider necessary for the treatment they need. It’s good for patients and providers, as the solution’s accuracy prevents any misplacement of patients to the wrong provider or appointment type. Patients started using the self-scheduling solution almost immediately after it was available. Benefis Health System has since experienced the following results: Improved access to care. Patients of Benefis Health System have used the system to book many appointments outside of office hours, with 50% of its patient base booking after hours. Better access to urgent care. One of Benefis Health System’s urgent care centers has seen a large uptick in online self-scheduling. In fact, 52% of patients are scheduling appointments online for that location. Ongoing improvements with analytics. Benefis Health System is leveraging analytics to track how many patients use online self-scheduling and can identify when and where they might fall out. They can see the pitfalls and where improvements may be necessary and make those changes in real time to drive better conversion rates. Currently, 23.6% of patients who start the process are converting to a booked appointment. Interested to see how online self-scheduling can help your organization improve access to care?

The rates for closing gaps in care are some of the most widely used, quantitative metrics to measure quality, allocate incentives, and control costs. Unfortunately, health plans face numerous obstacles closing gaps in care, from social determinants of health to inconsistent coordination of care, and don’t always have a care gap closure program in place. Thankfully, digital solutions like web-based scheduling and automated outreach can help health plans jump many of these hurdles while also helping to close gaps in care. Call center schedulingMany health plans are still grappling with the difficulty of three-way scheduling calls between themselves, members and providers. Calls are lengthy and cumbersome as agents dig through binders of provider schedules and scheduling rules to determine and book the right appointment for each member. Members are often put on hold, sometimes more than once, and are much more likely to drop out of the scheduling process entirely when faced with this experience. As a result, these members may face significant care delays, or in some cases miss their necessary follow-up care entirely. With web-based scheduling, member engagement call centers can eliminate three-way calls. Guided search helps to narrow down the right provider for each member and the scheduling platform allows for immediate, on-the-spot appointment selection. Health plans can more efficiently close gaps in care as members can quickly and easily schedule their appointments. This has proven to cut call times in half, and increase scheduling rates by 140%. To learn more, read this case study. Automated OutreachHealth plans typically have a list of individuals to follow up with on a regular (bi-weekly or monthly) basis to book whatever care service is needed to close the gap in care. Now, health plans have the ability to automate this outreach via interactive voice response (IVR) or text message (SMS) while simultaneously enabling members to schedule appointments on-the-spot, either through a link in the text or during the IVR call. The automation improves the member experience with convenient access and helps close more gaps in care – all without a single call center agent. The ultimate combination for closing gaps in careUsed alone, automated outreach and call center scheduling are both effective for closing gaps in care. When used together, health plans can fast track the path to closing gaps in care and further improve efficiencies. Members can first be reached via automated outreach, prompting the individual to schedule an appointment. This allows members the opportunity to self-schedule and essentially self-close their gap in care, without a single live agent phone call. From there, call center agents can pinpoint the members who didn’t schedule as part of the outreach campaign and then call them directly to book the necessary care. We know that despite the flexibility and convenience offered by digital solutions, like automated outreach, there are still individuals who prefer to schedule over the phone and have personal interaction when booking care. The combination of web-based scheduling and automated outreach enables omnichannel access for health plans while helping call center agents focus their attention on the members who need their help most. Contact us to learn more about how Experian Health can help health plans fast track the path to closing gaps in care.

The age of consumerism has been a catalyst in the shift towards patient-centered care, driving hospitals and health systems across the board to evaluate and improve their current methods of patient access. For one multi-specialty medical group, fast and easy access to care meant providing strategic tools for patients to use beyond the four walls of the organization and outside of the traditional hours of the practice. In order to provide a more flexible and convenient method to access care, CareMount Medical, the largest independent multi-specialty group in New York State, turned to Experian Health to enable online self-scheduling. With it in place, patients now have the ability to schedule an appointment online, across any specialty, any time of day or night. Providers’ scheduling protocols are automated within the solution to accurately match patients with the right provider and appointment based on care need. Those same protocols are also used to prevent overbooking, allowing providers to maintain close and comfortable control over their calendars. Improved call center efficiencies. Automated scheduling relieves call center staff of the associated administrative work, allowing more time for nurses and other credentialed staff to answer health questions and concerns over the phone. Increased patient acquisition and retention. In addition to attracting new patients, the solution has proven valuable for patient retention. Since implementation, the organization has seen on average 30 online appointment bookings per provider per month. Higher patient satisfaction. Patients are no longer required to call to schedule an appointment during office hours. This level of convenience gives patients more control over their day and has contributed to rising patient satisfaction scores for the organization as a whole. Continued Improvements. Real-time analytics and dashboards provide direct line-of-sight into scheduling activity, helping leaders at CareMount Medical to both identify areas for improvement and fine-tune the process to further improve online bookings. "Experian Health’s guided search and scheduling solution adds immediate benefits for our patients, supporting our commitment to provide our patients with cutting-edge technology in the convenience of their home." — Scott D. Hayworth, MD, FACOG, President & CEO, CareMount Medical Learn more about CareMount Medical's journey and how your organization can also improve patient access with patient scheduling from Experian Health.

Many patients today are forced to call the doctor to schedule an appointment. These phone calls are often inconvenient: patients are required to call during a provider’s business hours, a single call can sometimes take up to 20 minutes, or the patient may end up playing phone tag until an appointment is finally booked. The entire process bodes for a poor patient experience, but also hinders access to care as staff are only able to manage a number of phone calls per day.  Like many healthcare organizations today, The Iowa Clinic wanted to improve access to care for its patients, removing the many barriers that come with having to call to schedule an appointment. Requiring a solution that could both improve patient satisfaction and operational efficiencies, the clinic, which schedules more than 600,000 appointments per year across multiple specialties, turned to online self-scheduling.  With online self-scheduling, patients of The Iowa Clinic have the ability to self-schedule directly into provider’s calendars in real time from a computer or mobile device. During the booking process, patients are asked a series of brief questions and their answers are used to guide them to the right provider and appointment based on their specific care need. Appointments can be booked any time of day or night. Since implementing online self-scheduling, The Iowa Clinic has not only improved access for patients, but has enhanced operations throughout the call center, seen growth in patient acquisition and has achieved higher than average show rates. Results include: At least 15% of all appointments booked came from online during the first eight monthsThe centralized call center has seen a 30% reduction in the number of scheduling callsAt least 8 new patient appointments are booked online per provider per month Patient show rates are at 97% for appointments scheduled online Learn more about online self-scheduling and how it can help to improve patient access for your organization. “Patient Schedule allows us to improve the experience by offering a simple, convenient way to schedule an appointment online.”- C. Edward Brown, CEO, The Iowa Clinic

Last week, Experian Health announced the launch of Patient Schedule, an innovative new solution that allows for real-time integration across organizations to streamline active patient self-service appointment scheduling, powered by MyHealthDirect. During HIMSS17, Jason Kressel, SVP Product and Account Management of MyHealthDirect, sat down with IntrepidNOW for a discussion about online patient scheduling. Excerpt below: "I think healthcare organizations are recognizing that in order to be competitive that they have to offer services that patients are demanding. And so while offering online scheduling for patients is a different way for patients to access healthcare providers requiring a little bit of a change to the provider workflow, ultimately they’re seeing the value of doing that because patients are more adherent to the services that they are supposed to be obtaining, and they’re happier when they come into the physician’s office. So there’s definitely work that’s done with the healthcare organizations to explain the changes in workflow, and what it means to make online scheduling accessible for their communities. But at the end of the day I think they all recognize the value of offering those types of services and are slowly shifting to full adoption. ...So one of the things that we will be working on is, from that Experian patient portal once they have a patient engaged through that channel, allowing the patient to search for a provider and book an appointment directly from the Experian patient portal. Another example, Experian Health does a lot of work around order management, if a hospital creates an order for a service that should take place in an ambulatory setting, right now they can manage the order but they can’t schedule the appointment for that, so we’ll also be incorporating the ability to schedule directly from the Experian Health platform." Listen to the full podcast Read our press release, "Experian Health and MyHealthDirect team up to improve practice workflow with cloud-based patient scheduling across healthcare networks" Learn more about Patient Schedule