The age of consumerism has been a catalyst in the shift towards patient-centered care, driving hospitals and health systems across the board to evaluate and improve their current methods of patient access. For one multi-specialty medical group, fast and easy access to care meant providing strategic tools for patients to use beyond the four walls of the organization and outside of the traditional hours of the practice.
In order to provide a more flexible and convenient method to access care, CareMount Medical, the largest independent multi-specialty group in New York State, turned to Experian Health to enable online self-scheduling. With it in place, patients now have the ability to schedule an appointment online, across any specialty, any time of day or night.
Providers’ scheduling protocols are automated within the solution to accurately match patients with the right provider and appointment based on care need. Those same protocols are also used to prevent overbooking, allowing providers to maintain close and comfortable control over their calendars.
Improved call center efficiencies. Automated scheduling relieves call center staff of the associated administrative work, allowing more time for nurses and other credentialed staff to answer health questions and concerns over the phone.
Increased patient acquisition and retention. In addition to attracting new patients, the solution has proven valuable for patient retention. Since implementation, the organization has seen on average 30 online appointment bookings per provider per month.
Higher patient satisfaction. Patients are no longer required to call to schedule an appointment during office hours. This level of convenience gives patients more control over their day and has contributed to rising patient satisfaction scores for the organization as a whole.
Continued Improvements. Real-time analytics and dashboards provide direct line-of-sight into scheduling activity, helping leaders at CareMount Medical to both identify areas for improvement and fine-tune the process to further improve online bookings.
“Experian Health’s guided search and scheduling solution adds immediate benefits for our patients, supporting our commitment to provide our patients with cutting-edge technology in the convenience of their home.”— Scott D. Hayworth, MD, FACOG, President & CEO, CareMount Medical