9.2.20
Digital tools, like online appointment scheduling, have been differentiators for healthcare systems, 但是,随着各个年龄段的人越来越习惯于使用电脑或手机来完成日常任务, 患者门户网站和在线日程安排已经成为人们期望的选择,而不是锦上添花的功能. A study by Healthgrades 发现大约80%的患者更喜欢提供在线日程安排的bet8网站备用.
数字技术在几乎所有其他领域都无处不在,但在医疗保健领域的应用却滞后. Many organizations have not implemented online scheduling; others offer it in a limited way. Patient-centric health systems are now playing catch-up. In the rush to modernize, 许多bet8网站备用试图在没有充分准备的情况下实施在线调度工具. Poorly implemented EHRs, limited patient access, 内部文化障碍阻碍了调度工具的正确实施和优化. If these challenges are not resolved first, the problems they cause are likely to be magnified and compounded. Here are 10 steps to prepare for successful online scheduling.
1. Assemble a team
A multidisciplinary operations team should include IT, administrative and physician leadership, and marketing. Health systems often believe this is an IT-driven exercise, 但是,成功的在线日程安排设计是由那些知道如何把病人放在心上并设定适当方向的运营领导者建立的, tone, and guiding principles from the start.
2. Review patient access and provider capacity
bet8网站备用应确保在上线之前有足够的日程安排选择. If appointment options are limited, or wait times are lengthy, new patients may turn away without asking for additional options. Prior to go-live, 应执行包括访问持续时间在内的容量分析, a provider time-in template, fill rate, and provider utilization. This exercise will yield the greatest number of scheduling options.
3. Identify the appropriate route for each patient
In order to build the technical components of online scheduling, 必须制定一个框架,将提供者与适当的患者联系起来. 该框架可以基于访问类型、诊断或条件或保险类型. As the grid is being prepared, these questions should be answered.
- Which providers see which primary concern? In subspecialized areas, 病人可以根据他们的主要关注点找到合适的bet8网站备用. 创建一个提供者选择算法,将患者路由到正确的提供者.
- Should advanced practice providers (APPs) treat new patients? Online scheduling gives patients options. 一种选择可能是允许他们在bet8网站备用和应用程序之间进行选择, especially if APPs have better availability.
- Should any visit types be excluded from online scheduling? Some visit types, such as procedures or nurse visits, 可能不适合在线调度,因为在调度之前需要临床许可或bet8网站备用的命令.
4. Optimize physician templates
提供者模板应该是开放的、自动化的,并反映bet8网站备用的实际时间表. Templates should include these attributes.
- 应尽可能删除个别提供者的首选项(例如.g., dictating which type of patient should be scheduled in each slot). When providers over-manage their template, 它们限制了患者获得医疗bet8娱乐的机会,而且患者更难在网上预约. 标准调度协议允许更有效的预约,也创建一个更容易的在线调度构建.
- 模板应该允许在结帐时预约后续约会. Typically, 诊所应该发布未来13个月的模板,以适应一年的随访预约.
- An open-access approach 是否应该接受以避免基于患者或预约类型限制日程安排选择.
- 同时预约——当多个病人在同一时间被安排给同一个bet8网站备用时——应该被允许. If providers allow concurrent booking, 这种做法应该内置到模板中,以便可以在线选择每个可用的约会.
5. Optimize and automate preappointment work
When patients schedule an appointment online, little additional work should be needed prior to the appointment. This may include:
- Removing the preappointment clinical review or triage.
- 鼓励但不要求在预约前提供医疗记录、化验和影像.
- Making preappointment paperwork available online. 收集预注册信息,作为在线调度过程的一部分
6. Capture incoming referrals
As new patients begin to schedule online, 每个病人的转诊应该继续与每个科室的手术联系在一起. 应每天监测和检查传入的转介,以便将收到的在线预约的转介联系起来. Also, 财务清查小组应继续确保在病人的保险要求时提供转诊bet8娱乐. A centralized or standardized referral model will help with this task.
7. Understand if ancillary services are needed for an appointment
应为需要与新患者预约一起进行实验室和/或成像的患者就诊制定工作流程. Often, the EHR can link these appointments in the background, making it seamless for the patient and reducing work for staff.
8. Develop a process to review scheduled appointments
医疗bet8娱乐提供者和工作人员经常担心网上安排的预约不准确. Most practices find this is not true. However, 在最初的几个星期里,有一个系统来监控预约的安排,并验证其准确性是有帮助的.g., appropriate specialty, appropriate provider, updated demographics).
9. Create a marketing plan
在启动在线日程安排之前,通知患者该选项将很快可用. 最好的方法是使用适当的营销策略来宣传. A sound marketing strategy could include:
- Featured articles on the health system’s website.
- Patient portal messages.
- Emails from the practice.
- 通过商业广告、网站、广告牌或杂志做广告.
在第一步中聚集的多学科团队应该为营销计划提供输入. 这些计划通常需要很长的准备时间,因此建议尽早开始这个过程.
10. Prepare to track your success
开发一个仪表板,使用商定的指标来跟踪在线日程安排的成功. Operations leadership will want to answer questions like these.
- How many appointments have been scheduled?
- How many of these appointments needed to be rescheduled or canceled?
- Did we gain any new patients to the system?
- Where did patients find out about the tool?
The New Normal
在线日程安排是医疗保健数字化中最常见的面向患者的工具之一. Given this new normal, and the growing consumerism of patients, 所有专业和供应商的在线日程安排正变得越来越不像一个市场差异化因素,而更多的是消费者的期望. When done well, 在线安排新的和返回预约的能力为患者提供了更好的消费体验,并为组织提供了一个新的前门和营销工具. 在线日程安排计划也推动组织解决他们的问题 patient access performance, 吸引和留住病人以及提供高质量护理的关键因素是什么. Not only will patients reap the benefits, 但整个bet8网站备用将看到在线日程安排如何提高生产力, efficiency, and revenue generation.