Page 17 - The 4-Step Formula For - Mastering Patient Self-Scheduling

Research: Why Patient Self-Scheduling Works

Extensive research supports the effectiveness of patient self-scheduling. We're about to hit
you with some numbers that'll make you wonder why you didn't jump on the
self-scheduling bandwagon sooner. There are multiple bene ts that contribute to its success:

Increased Patient Satisfaction

Immediate Booking: 1 in 5 patients cite waiting for a practice to open to book an
appointment as their greatest pain point. Immediate online booking eliminates
this issue, offering instant grati cation.

Online Preference: When given the option, 70% of patients choose to book
online, compared to just 20% who prefer to book by phone. This preference
highlights the growing demand for digital solutions in healthcare.

Hedges, L. (2024, April 23). Online booking options can get you more clients. GetApp.
https://www.getapp.com/resources/research-online-booking-importance-of-appointment-scheduling/

Reduced Call Volume

Waiting Time: 36.4% of patients reported that waiting too long on hold was their
biggest pain point when scheduling an appointment. That's a lot of people
who've memorized your hold music playlist.

Zhang, H., Ma, W., Zhou, S., Zhu, J., Wang, L., & Gong, K. (2023). Effect of waiting time on patient satisfaction
in outpatient: An empirical investigation. Medicine, 102(40), e35184.
https://doi.org/10.1097/md.0000000000035184

Shorter Queues: Lower call volumes translate to shorter waiting times on the
phone, signi cantly boosting patient satisfaction.

Staff Ef ciency: With fewer scheduling calls to handle, staff can focus on other
critical tasks, enhancing overall productivity and reducing burnout.

Patient Acquisition

Provider Choice: About a third of patients would be more likely to choose a new
provider if that provider offered online booking options.

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Patient Self-Scheduling