Page 13 - The 4-Step Formula For - Mastering Patient Self-Scheduling

▪ More errors than a game of telephone played by a hundred people
Despite the efforts to keep things simple, frequent scheduling errors were a
signi cant issue with the Excel-based system. These errors led to patient
dissatisfaction and further strained the already burdened staff.

The Not-So-Secret Formula:

SUCCESS = (% of Calendar Online) x (% of Patients Driven to PSS Page) x

(Conversion Rate) x (Accuracy Rate)

After a series of storms created a logistical nightmare of cancellations, moving
schedules, and errors, Clark embarked on crushing this issue with the forma once
and for all patients.

Ensuring Accuracy: He started with accuracy. He found a Healthcare CRM
system, CareDesk, that would encapsulate the logic in his spreadsheets into
scheduling directly into his PM. This system reduced errors and allowed call
center agents to get up to speed quickly and without errors. He then turned
this system on for patients.

Maximizing Calendar Availability: With the help of a physician champion
advocating to his peers, Clark was able to open up the oodgates, making
most of the appointments available online.

Boosting Conversion Rates: Clark was adamant about streamlining and
simplifying the booking process. Armed with research about patient care
bene ts (see below), he continued working with providers until patients could
book by answering no more than 4 questions!

Driving Patients to Self-Schedule: Clark launched a marketing campaign that
was not fancy – just consistent. Not only did a scheduling button highline the
website, but every single email, every newsletter, and every Facebook post is
required to include a shortlink to self-scheduling.

The 4-step Formula for Mastering Page | 11
Patient Self-Scheduling