What My Doctor Told Me About Online Scheduling

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When I recently told my primary care physician that my company sells online appointment scheduling, he replied with “there are a lot of those companies...we get calls from them all the time”. While I was taken aback by his comment, he isn’t wrong—there is an increasing number of companies that offer online scheduling. Despite these many choices, there is a lack of information on the topic of online scheduling, especially through publicly available, digital channels. More importantly, there isn’t an abundance of companies that provide accurate online scheduling.

I elected against explaining these nuances to my physician, as he clearly didn’t have the time (which is a separate healthcare issue that you likely already know about). Instead, I nodded in agreement, and we moved forward with the consultation.

This quick exchange stuck with me after the appointment was over. Some things that I knew about the online scheduling market, including the fierce competition and constant outreach by “cookie-cutter” solutions, were all made much more real by experiencing it first-hand. For my physician, these realities translated to a lot of noise—which he and his staff classified as such.

Winning versus cookie-cutter solutions: accurate online scheduling

Accurate online scheduling is a winning proposition. However, a majority of online scheduling solutions today do not meet the accurate qualifier.

What is accurate online scheduling?

Accurate online scheduling is an online application that intelligently navigates patients to the right provider in the right setting at the right time. It replicates your rules, workflows and protocols. The result is a solution that works for patients, providers and health systems.

What are the key benefits of accurate online scheduling?

1. Improved care quality

According to Nitin Goyal, MD, who contributed to the Forbes article “What Healthcare Technology Will Do The Most To Improve Patient Care?”, online scheduling is listed as part of improving patient care. In this article, DocASAP is called out as a top example. Conceptually, by matching patients to the right provider, proper care is delivered which improves health outcomes.

2. Improved patient satisfaction and retention

Patients are beginning to expect online scheduling, and choose their providers based on the ability to book online. According to Accenture, 77%  of patients think that the ability to book, change or cancel appointments online is important. This functionality is and will continue to be used widely by patients. By the close of 2019, 64% of patients will book appointments digitally. Moreover, patients will increasingly switch providers for the ability to schedule appointments digitally—adding online scheduling to the increasingly long equation of patient satisfaction.

3. Increased new patient acquisition

New patients are acquired via streamlined patient access. By improving patient access, health systems, hospitals and practices create a digital front door through which patients can enter. Access drives acquisition which in turn drives growth—a goal for most leading health systems and hospitals.

4. Reduced overhead costs

A newly released article by Modern Healthcare describes why online scheduling drives down costs. According to the article, “Patients might call a clinic and make an appointment by talking to a digital assistant, they might type out their request to a chatbot online, or they might self-schedule through a patient portal. Each of these methods saves money by freeing up administrative staff time.”

Accurate online scheduling enhances these cost-saving effects by ensuring that front office and call center scheduling rules are replicated accurately. This results in an automation that works effectively and more efficiently.

Why does accurate online scheduling matter?

You may be wondering—what is the big deal about accurate online scheduling? Why does it matter whether a health system implements accurate online scheduling versus a cookie-cutter solution?

It’s simple: cookie-cutter solutions are ineffective. Without the ability to replicate rules, workflows and protocols, physician schedules become filled with suboptimal appointments. This situation leads to negative experiences both for patients and providers. Moreover, inaccurate scheduling leads to losses in revenue for the provider, which, when replicated across an entire health system, can cost millions of dollars in lost revenue over time.

Implementations of cookie-cutter solutions cost a significant amount of time and money. Additionally, physicians tend to become distrusting of online scheduling once they have had one bad experience. This distrust only adds more barriers and friction to solving a health system’s access challenges.

Accurate online scheduling helps health systems, hospitals and independent practices solve their access-related challenges. Cookie-cutter solutions, which are widely available, fail to address these issues.

While many providers, including my primary care physician, may never understand the difference between accurate online scheduling and cookie-cutter solutions, those that do can benefit greatly. It’s important to remember that not all solutions are created equal—and vendor selection can determine whether or not your practice or health system solves its access challenges.