1) Remove barriers to patient access: Most physician offices are typically open from 8 a.m. to 5 p.m. – which can be a barrier to care for patients who are unable to call during the day because of work commitments. By adding online scheduling, practices immediately gain the ability to book appointments 24-hours-per-day, 7-days-per-week, rather than being limited to the times that office phones are monitored.
2) Free staff for higher-value activities: Practices can improve operational efficiency with online appointment scheduling by shifting staff time from low-value scheduling activities to other work such as serving patients or handling billing and reimbursement activities. With the reduction in incoming call volume, staff are free to focus on higher-value tasks that improve patient care and practice revenue.
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3) Increase patient satisfaction: From haircuts to grocery pick-up, Americans have become increasingly comfortable with booking appointments online during the pandemic. Having been trained to expect convenience in virtually all aspects of the consumer experience, it’s no surprise that they now assume the same of their healthcare providers. Numerous surveys and case studies have illustrated the connection between patient satisfaction and digital healthcare tools.
4) Reduce errors: As a result of patients entering their own demographic, personal and insurance data via online check-in and scheduling, practices reduce the likelihood of data-entry errors stemming from telephone miscommunication. With more accurate data, providers can improve quality measurement and patient care.
5) Better privacy protection: Patients may feel uncomfortable sharing personal medical conditions to a stranger over the phone. Allowing the patient to describe the reason for a visit online can give the provider more context for the patient’s visit.
The pandemic has changed how many patients want to communicate with their doctor. To keep pace with consumer expectations, providers need to offer digital options throughout the patient journey, from pre-arrival to check-in to check-out to post-visit billing. By improving patient access through online self-scheduling, practices can boost efficiency while enhancing patient satisfaction.
About the author: Imran Ahmad is the SVP of growth & strategy at Health iPASS, a Sphere company.
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