Improving the Patient Experience (before they even show up)

Posted by Daniel Collins Friday, July 8, 2016

Improving the Patient Experience

Traditional attempts to improve the patient experience focus on the services that deliver quality healthcare. For instance, programs are built to strengthen customer service, overall quality assurance, or even redesign the physical space of the facility. These are important considerations, and very likely will impact the patient experience for the better.  

But what is missing in this picture is the very thing that gets patients in the door in the first place. The patient experience starts when the patient first begins the process of selecting a provider. That experience should start with as many practical advantages as possible:

  1. The patient can self-schedule from anywhere. Any device, any time of day – all without having to make a phone call.
  2. The patient can compare multiple available times and providers at once to select the most convenient time/location against their personal calendar.
  3. The patient can control their preference for notification reminders and accept the appointment directly into their personal calendar.

Online appointment scheduling puts patients in control of their own care. A recent Accenture study showed that it takes on average eight minutes to schedule an appointment over the phone. To make matters worse, at least 30 percent of that time is spent on hold. No surprise that patients are frustrated. With online scheduling, patients can access available appointments at their convenience and pick a day and time that work in a matter of seconds.

To learn more about how online appointment scheduling can improve the patient experience read our free report.

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Topics: Patient Engagement, Self-Scheduling