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According to an Accenture study on digital self-scheduling, by the end of 2019, 64 percent of patients will use self-scheduling to book appointments. As health systems compete to be the provider of choice in their markets, frictionless access is becoming a must have. However, creating that “Amazon experience” is easier said than done. In fact, the average lead time to an appointment is 24 days, according to MerrittHawkins. And accurately matching patients with providers means having real-time access to each providers’ operational and clinical scheduling protocols and unique intake rules — something many physicians are resistant to allow.
AMITA Health will share how they tackled these challenges and created an access optimization strategy that enhanced their digital front doors and navigates patients to the right provider and care setting for online appointment scheduling. Presenters will discuss how this approach measurably increased access to immediate care, reduced no shows and created a better brand experience.
- Describe strategies for optimizing digital patient access
- Discuss meaningful digital front door and online scheduling metrics to focus on
- Identify tactics for gaining providers buy-in on accessing their appointment schedules
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