The Big Picture of Patient Self-Scheduling

Posted by Brad Veach on Tuesday, January 23, 2018

For decades, most patients have made appointments by calling their physician’s office. But now that is all beginning to change. In the age of smartphones, where consumer-centric technology is ever-present, health systems are starting to adapt. Patient self-scheduling is on the rise. In fact, a recent study by Accenture estimates that 66% of US health systems will offer patient self-scheduling by the end of 2019. The primary reason? A better patient experience. For example, the same Accenture study also shows that 77 percent of patients think the ability to book, change or cancel appointments online is important. 

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How waitlist technology can optimize provider utilization

Posted by Brad Veach on Tuesday, May 16, 2017

No-shows are costly. This study in the Journal for Healthcare Quality found that the cost was $210 per missed appointment.

Dr. Barron Lerner, M.D, writes in the New York Times, “no-show rates range from 5 to 55 percent”. Even with a no-show rate at 20%, it’s easy to see how the costs can quickly grow to tremendous levels.

What can be done to fill at least some of these appointment slots – and recover the revenue?

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How health plans can use self-scheduling

Posted by Mary Tackbary, RN, MSN on Tuesday, May 9, 2017

No one can argue that self-scheduling of provider appointments is a bad idea. It is like Uber – once someone does it, they keep doing it and won’t go back to the old way. It provides a convenient and fast way to book appointments and corrects a persistent source of frustration and complaints related to access. And as a bonus it improves quality and reduces costs.

However, it isn’t easy for a health plan to determine the best role they should play with this technology. There are many options:

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Self-service in healthcare is a game changer

Posted by Brad Veach on Tuesday, May 2, 2017

When’s the last time you booked a flight without knowing how much it cost?

If you’re like most people your answer is probably, “What?! Are you crazy?!” – In the information age it’s easy to compare options and find the best flight at the lowest cost using online services. For most industries this is the norm; consumers have knowledge prior to purchase about what it includes, how much it costs, and even how it compares to other options. However, when it comes to healthcare, consumers are forced to make uninformed decisions, and the cost is often times closer to that of an all-inclusive cruise around the Caribbean rather than a single flight!

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Look how HCA is using online scheduling

Posted by Daniel Collins on Friday, January 6, 2017

 

HCA Virginia Physicians is now offering online appointment scheduling in Richmond and Central Virginia. With a platform that is available 24/7, patients have control over when and how they schedule.

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Patient Experience 2.0

Posted by Evan Miles on Wednesday, December 28, 2016

 

How are the top health systems in the country redesigning Patient Experience (PX) today?

Jarrard, a healthcare communications firm, has a new study which surveyed more than 100 of the nation’s top health systems – including non-profit, investor-owned, children’s hospitals, academic medical centers, regional and national systems — and one theme consistently emerged: forward-thinking health systems are expanding their concept of PX well beyond the world of inpatient care.

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The next generation in closing gaps in care

Posted by Brad Veach on Tuesday, December 6, 2016

What if, instead of 3 way calls, you could close gaps in care with a click?

Network providers need a better way to manage members’ chronic conditions through preventive services that close care gaps with less friction. Here’s how it should work:

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Patient access is mission critical

Posted by Brad Veach on Friday, November 25, 2016

In a 2014 report, McKinsey and Company explains that patient access is a top strategic item for provider CEOs for three different reasons:

The need to transform outpatient performance to enable future growth. Better performance on access often facilitates improved clinician productivity (particularly in utilization, in which we have commonly seen improvements above 20 percent).

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