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4 Myths About Patient Self-Scheduling

  • 4 Myths about patient self-scheduling

Myth #1: Patients don’t want to use self-scheduling solutions.

Patients are demanding self-scheduling solutions more than ever before. In fact, their demand is driving a massive cultural shift towards online patient scheduling. According to Accenture by 2019, 64% of all U.S patients will use a self-scheduling solution to schedule their appointments. Elderly and less technologically inclined patients, set in the habit of calling a clinic, can use an Interactive Voice Response (IVR) scheduling solution to enjoy the benefits of self-scheduling without the need to shake old habits. Health systems that adopt multi channel self-scheduling will have a divisive advantage over their competition.

Myth #2: Self-scheduling solutions fail to provide meaningful value for the health system.

Self-scheduling solutions improve patient access, and allocate health system resources more efficiently. Health systems that use self-scheduling solutions reduce average call volume and receptionists’ daily calls.  Additionally, advanced self-scheduling ensures a consistent and highly reliable service, that has perfect patient provider matching, and helps eliminate human errors. Health systems’ that implement patient self-scheduling across their entire organization benefit most. Improved efficiency combined with higher quality services increase value for the health system.  

Myth #3: Online scheduling solutions require a complete overhaul of a health system’s software.

Health systems can choose to reach their patients over three primary channels including web, mobile and patient portal.  Advanced online scheduling solutions seamlessly integrate into a health system’s existing PM/EMR, patient portal, and scheduling systems. The ability for a health system to customize their advanced solution, allows for complete discretion and control. At no point is a health system required to completely abandon their existing scheduling tools in favor of online scheduling.

Myth #4: Patient experience has no relation to self-scheduling solutions.

On the contrary, in 2017 The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) found that self-scheduling brought about better patient experience. The patient survey collected information on 11-patient experience metrics; health system’s with the highest summary score offered the best patient experience. According to HCAHPS, 60% of the perfect 5-star providers offered an online self-scheduling solution.  Having online self-scheduling, can bring about better patient experience for health systems.

1 CMS gives 215 hospitals ‘five stars’ for patient experience. See how yours fared on our map. (2017, August 15).

2 Compare, H. (2018, May 23). Patient survey (HCAHPS) – Hospital.

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