Translating operational complexities into an
easy-to-use online scheduling platform  

KnowledgeStreamâ„¢ At-a-glance  


Trends Impacting HR Benefit Options  

Executive Summary

Translating the operational complexities of a clinic into an
easy-to-use patient online scheduling system.

 The overarching goal  of scheduling is for a patient to show up on time and prepared for his or her visit and for the practitioner to be ready for the encounter with little or no wait time

Clinics need to assess their operations and may need to modify certain aspects to transfer the  scheduling task to patients. 

 Minimize the effort for patients:  easy interface and few clicks or data inputs, device agnostic, no new apps to download.

Use the experience from  using traditional scheduling methods  to avoid duplicating problems or sources of errors in the self-scheduling system.



1 Slide Deck
1 video

14 Days
19 Panelists
27 Posts 



A chronic problem with clinics is a high no show rate; the primary goal of a patient self-scheduling system should be to reduce or eliminate this issue

KeyPoint #01

From a practice point of view, the biggest benefit of a scheduling system interaction is to get a patient to arrive for appointments on time and prepared. There may be other benefits such as reducing the workload of administrative staff, but the first, basic goal is to get people to show up.

By: Eric Allen  

Whether it is for me, my kids, or elderly parents, doctor appointments are hard to remember and coordinate, so getting reminders to me and everyone else involved is helpful.

By: Eric Allen  

Patients frequently need to reschedule appts and this is often lacking. The system knows the parameters of the appt so have an easy reschedule feature that presents the open times that meet the previous appt parameters.

By: Marsha Williams  

Several key design features will help address the no-show challenge

KeyPoint #02

Patients would benefit from a system that reminds them of their appointments AND reminds them of any actions they need to take for care management. i.e.changes in treatment plans, medications, fasting before labs, tracking logs for things like blood pressure, weight, etc.

By: Megan Hamilton  

To be broadly useful, there need to be multiple search options, starting with the basic next few available, available for a specific date, and then getting more complex from there.

By: Jason Fillman  

The basic patient profile establishment process should include places for these multiple email addresses both for the patient, and others that can be applied when setting appts.

By: Marsha Williams  

The system should collect inputs that help the staff prepare for the patient encounter

KeyPoint #03

I'd like to see the system populate to the patient's primary physician and any specialists they may be visiting. The primary physician should be notified that a visit has occurred, the specialist or ER the Pt was treated at, any changes in meds or treatment and standard follow up suggestions.

By: Megan Hamilton

The reason for the visit and any pertinent records should be available to both patient and physician at the time the appointment is made. That's essentially happening within single systems and my chart usage, but no two systems can cross communicate.

By: Megan Hamilton

The clinic may need to modify certain aspects of its operations and infrastructure as more appointments are self-scheduled

KeyPoint #04

To make scheduling effective, manual or online, organizations must standardize apptmt types, durations, etc. Standardization limits odd blocks on schedules where no apptmt will fit. Properly defined slots make scheduling efficient. Cleanup and standardization is key before attempting online options.

By: Jason Fillman  

Integration - data flows going back and forth between systems and integrated with in office experience and integrated with communication channels to allow for reminders, follow-ups, digital exchange of information via email or text

By: Brian Chossek  

Synchronization -- have all data available to system and transparent -- Synchronize with desired approach to scheduling and enable it to meet user needs. If you are intentionally over scheduling, make sure it syncs with your methodology.

By: Brian Chossek  

Keep the system simple for the patient to help maximize adoption

KeyPoint #05

The system needs to be available on different digital gadgets such as phone, tablet, computer, ... If the patient is able to access the calendar and online scheduling widely, the chance of using it is higher.

By: Atefeh Samadi-niya  

When the tools/systems don't work for our customers. That far exceeds any pain point we experience trying to use a system. We're paid to learn it. Our customers just want it to work. Get it right for them and we'll be fine.

By: Brian Chossek  

Patients frequently need to reschedule appts and this is often lacking. The system knows the parameters of the appt so have an easy reschedule feature that presents the open times that meet the previous appt parameters.

By: Marsha Williams