Promises, promises. How to get everything you deserve from your Online Appointment Scheduling (OAS) solution partner

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Picking a technology partner can be difficult and confusing. And it doesn’t help when your partner makes promises that they can’t keep. A good OAS solution partner should help you understand the value of their solution –  meaning, how they’ll help you meet your stated business objectives, such as a volume or percentage increase in traffic, a jump in total number of appointments or a boost in revenue. 

But don’t just take their word for it. Everything about OAS is digital and has the ability to be measured. A good OAS solution partner will show you how running analytics on your data can help you reach and report on your progress. In addition, make sure to talk about the difference between reports and insights. The key to meeting your business objectives is uncovering what the data is telling you and mapping it to your objectives in order to determine the business impact of your new OAS solution.

Below are some key metrics that an ideal OAS solution should analyze and how you can use the insights to make informed business decisions about your healthcare clinic or system. 

  1. Patient demographics: Demographics are captured at the time of booking an appointment, so you’re able to see daily, weekly, monthly, quarterly and yearly data trends. This data helps you identify trends in online scheduling such as average patient age, highest performing care center or most common visit – all reasons that could also impact your staffing, hours, locations and other business functions. 
  2. Patient booking behavior: What time of day do patients generally book appointments? Often it’s after hours when your office is closed. How many days before an appointment do they book? What devices are commonly used to book? These questions all have clear answers when we take the time to look at the data. And the insights can help you modify business processes or staff behaviors to better meet the needs of patients. 
  3. No show data: It’s important to understand the reasons behind no show appointments because they cost you money. Your OAS solution should capture information that provides visibility into why an appointment was canceled. Knowing how far in advance the appointment was scheduled, if the patient had insurance, and other data points can help you visualize behavioral trends so you can take proactive steps to reduce future no shows.

When evaluating an OAS solution partner, make sure to discuss your business objectives up front. Then, have your potential partner walk through all the ways you can positively impact your business objectives by tapping into patient behavior data and insights. Only by showing you how they can support your business over the long haul shows you how an OAS partner keeps their promises.