Tag: patient schedule

When it comes to healthcare, patient access is the top priority for most individuals. When patients are surveyed on what they value most, timely access to their doctor rises to the top. Experian Health's State of Patient Access 2023 survey found that patient satisfaction hinges on efficient scheduling. Many believe that patient access has improved in recent times due to the ability to book appointments more quickly. On the contrary, those who think otherwise attribute slow booking systems to the decline in accessibility. However, delivering a high-quality patient intake experience isn't always straightforward. Meeting the needs of an aging population – many of whom are managing multiple chronic conditions – is an increasing challenge in the context of ongoing shortages of clinical and administrative staff. With financial performance dependent on attracting and retaining both patients and staff, balancing supply and demand in patient access is a high-stakes equation for providers. Breaking down the key opportunities and challenges can help providers identify appropriate strategies for optimization. Specifically, what role can digital patient access services play in ensuring patients get the care they need when they need it? What is patient access, and why is it critical to the patient experience? Patient access is the cornerstone of the healthcare system. It encompasses the systems and strategies that make or break a patient's access to care. Can they find a suitable provider in their area? How easy is it to book appointments and register for care? Can they understand and pay their bills without too much difficulty? While logistical elements such as geographic location and transportation certainly factor into how easily a patient can get care, patient access tends to focus on the administrative processes involved in scheduling and registration, verifying insurance coverage, appointment management, patient billing and payments, and patient communications. If these services are clunky, slow and disjointed, healthcare providers will fail to deliver high-quality and timely care to those who need it. Top key performance indicators (KPIs) for patient access services Getting patient access right can improve patient outcomes, increase patient satisfaction and reduce healthcare costs over time. But quality is often subjective. What should providers seek when striving for “high-quality” patient access? Common metrics might include: Wait times for appointments, diagnostic tests and procedures Speed and accuracy of the appointment scheduling process Percentage of patient access-related inquiries resolved on first contact No-show rates, which might indicate communication or scheduling issues Efficiency and accuracy of insurance verification, coding and billing Revenue collected before or at the point of service Staff performance and productivity Tracking these metrics can help providers find new ways to optimize patient access services. How to improve patient access services (and why) Monitoring and improving these KPIs is easier with digital and data-driven systems. But the benefits of digital patient access services go far beyond efficient data reporting. Offering patients online, digital and self-service options for scheduling, pre-registration and payments leads to a better patient experience while improving operational efficiency. Improved patient experience Alex Harwitz, Vice President of Product, Digital Front Door, at Experian Health, explains that “For patients, the digital front door results in more convenience, choice and control over their patient access experience. For example, online self-scheduling streamlines the appointment process, so patients can schedule, reschedule, or cancel appointments whenever it is convenient for them, which is often outside provider office hours. We can make sure they're only shown available appointments with the right specialist, and then send them helpful reminders so they're less likely to miss the appointment.” He says, “Digital systems can simplify the booking process for patients with complex medical needs. By incorporating automated scheduling protocols and business rules, navigating specialist appointments becomes more streamlined.” Similarly, digital pre-registration means patients can complete paperwork from home, where they have access to their medical records and insurance information. Tools like Registration Accelerator can pre-fill much of this data, saving time and preventing errors. Patient portals and secure messaging platforms also allow patients to communicate directly with their providers safely and easily. They can seek advice and clarify doubts, fostering a stronger patient-provider relationship. Increased operational efficiency Many providers have hesitated to turn to automation in lieu of human staffing, but implementing automation yields immediate and significant benefits. This includes reduced manual labor, improved workflows and communication, and increased profitability. Self-service tools like Patient Scheduling Software and Registration Accelerator reduce the administrative overhead, so staff can focus on critical tasks that need a human touch. In Experian Heath's survey, 36% of providers said these types of technological improvements have helped to offset staff shortages. By incorporating accurate data from patients' medical records, there's also less risk of data entry errors, which speeds up downstream services and reimbursement. Digital patient access software can also generate performance reports, to drive further operational improvements against the KPIs listed above. What are the main obstacles in implementing patient access solutions?  Implementing patient access software may seem daunting due to resource limitations, outdated technology, and cost concerns. However, with the increasing demand for remote access to digital services, healthcare providers cannot delay any longer. Fortunately, those who have already taken the initiative are experiencing a significant long-term return on investment that outweighs the initial costs. For more complex challenges, a trusted third-party partner can help guide the way. Lack of standardized policies Patient pricing estimates are an essential piece of the patient access experience. However, insurance and reimbursement policies are constantly changing and vary by payer, so delivering accurate estimates is a tough ask. Many hospitals have struggled to comply with new federal price transparency rules. With Patient Payment Estimates, patients can be given an accurate, personalized breakdown of their financial responsibility, sent directly to their phone. Research by Experian Health and PYMNTS suggests that such tools can boost patient satisfaction by 88% and reduce the risk of missed payments. To help providers comply with broader requirements around price transparency, Experian Health has joined forces with Cleverley + Associates to offer a standardized solution. Interoperability and integration with existing systems The lack of compatibility between electronic health records and hospital management software can result in significant errors in patient information. These inaccuracies can lead to miscommunications with patients and payers, as well as delays in providing care and missed opportunities for reimbursement. To avoid this, providers should choose automated patient access tools that integrate with their existing systems. For example, Experian Health clients that already use eCare Next® can integrate additional patient access solutions, such as Eligibility Verification, through the same interface. There's no need for staff to access multiple systems and patient intake is much faster. Comprehensive data analytics give a better overview of operational performance. Safeguarding privacy and data security are also easier with integrated solutions from a single vendor. The future of patient access solutions in healthcare  Rapid technological advancements, evolving policies, and changing patient expectations can make the future of healthcare hard to predict. However, certain patient access trends look set to continue: Patients will increasingly seek out easy-to-use digital platforms for accessing and paying for care, especially as younger generations age and increase their utilization of healthcare services. Patients will increasingly seek personalized care – extending to tailored patient access experiences that reflect individual needs and communication preferences. The use of data analytics and AI will grow exponentially across healthcare services, helping providers identify patterns and automate workflows. Digital patient access services have become an integral part of the healthcare landscape as providers recognize their role in improving patient outcomes and overall business success. In today's healthcare landscape, these services are essential elements to success. Find out more about how Experian Health's patient access solutions can help providers improve patient satisfaction, increase operational efficiency, and future-proof their revenue cycle for years to come.

According to the State of Patient Access 2023, speeding up patient access is the fastest route to patient satisfaction. “Seeing a practitioner quickly” tops the list of patients' pain points based on the survey, which was carried out in December 2022. The number of patients citing this as their biggest access challenge has almost doubled over the last three years, up from 15% in 2020 to 27% in 2022. There is a clear correlation between efficient scheduling processes and patient satisfaction when it comes to access to healthcare. Those who believe that access has improved in the past two years credit faster scheduling, while those who believe it has worsened point to lengthy appointment wait times. Enhancements in speedy and streamlined mobile patient appointment scheduling have translated directly to improved patient access experiences. Beyond the frustration factor, delays can result in longer recovery times, higher medical expenses, and even life-threatening situations. Providers are highly motivated to expedite care for these reasons. Despite significant advancements in the industry, staffing shortages continue to hinder patient access and care. The lack of available staff to schedule appointments and provide necessary clinical services can result in frustrating bottlenecks that leave patients waiting and in limbo. This article examines 5 ways in which mobile patient appointment scheduling can mitigate manual labor for staff while simultaneously providing enhanced care services to patients, enabling faster and more efficient healthcare. How mobile scheduling benefits healthcare staff and patients 1. Reduce paperwork associated with appointments Four in ten patients who think patient access has worsened specifically blame the scheduling process. Outdated methods of appointment scheduling and registration can hinder the seamless digital experience that patients desire. Not only that, but they also consume staff time and can be cumbersome to maintain. Mobile patient scheduling reduces paperwork by allowing patients to book appointments through a mobile app or patient portal, directly from their device. The patient can book at their convenience, without needing to wait for a phone call. They can check appointment confirmations on the go and get real-time updates, reducing the risk of misunderstandings or missed appointments. 2. Streamline operations with real-time scheduling information Mobile patient scheduling is more than a simple switch from paper to digital processes. It leverages automation to reduce staff workload, eliminate data entry errors and make better use of clinician time. Traditionally, schedulers would need to work through a list of questions with patients to match them to the right provider and appointment time. A mobile scheduling solution allows the patient to answer these questions online, then offer appointment times that fit with the providers' scheduling protocols. Patient Schedule automates scheduling protocols with customized business rules to give clinical staff control over the calendars. Real-time information means gaps can be filled quickly, so patients get earlier appointments and no available slots are wasted. John Mercer, Executive Director of Online Scheduling at HCA Healthcare, says Patient Schedule has been convenient for both patients and providers, with 35% of appointments booked outside of working hours: “Experian Health's Patient Schedule has been well received by our provider population, both employed and affiliated. They can receive new patients from a digital domain even when the office is closed. We can also specify certain appointment types and dedicated inventory for patients with acute needs.” 3. Reduce no-shows with appointment reminders Easy online scheduling is only the first step. How can providers ensure patients turn up? Even the most organized patients can forget about an appointment. Proactive measures must be taken to ensure patient attendance after scheduling has been accomplished. Even the most responsible patients can accidentally overlook an appointment, causing longer wait times for both patients and doctors due to missed appointments. Fortunately, providers can mitigate the risk of no-shows by utilizing a mobile scheduling solution that integrates the option to add appointments directly to patients' digital calendars, followed up with automated reminders via text or email as the scheduled date nears. Mobile scheduling also makes it easy for patients to cancel or reschedule appointments. With the click of a button, patients can avoid being a no-show and free up their appointment time for someone else. Same- and next-day appointment scheduling means patients can see if any cancellations have led to new slots opening up, so they can see their doctor sooner. 4. Improve communication between medical teams By reducing no-shows and enabling patients to see their doctor quickly, digital scheduling also helps close gaps in care. Care teams can see a patient's recent and upcoming visits to specialists and view the patient's real-time information, facilitating more informed decisions about care. Mobile scheduling improves communication between medical teams, allowing them to respond quickly to referral requests and coordinate care across multiple providers and settings, all through a single platform. Automated patient outreach can take this a step further, by prompting patients to self-schedule appointments via targeted interactive voice response (IVR), text message or email. 5. Reduce time-consuming administrative tasks with automation Ensuring efficiency has become increasingly important amidst staffing challenges. Automated and self-service scheduling tools are key for reducing the amount of unnecessary administrative work.  Clients that use Experian Health's Patient Schedule solution reduce call times by 50%, as patients are able to manage their own bookings online and through text and IVR campaigns. Analytics can help providers further optimize capacity, outcomes and practice performance by drawing out trends and opportunities for efficiency. Opting for mobile scheduling can help healthcare providers save valuable time and resources, elevating the effectiveness and profitability of their operations. Opening the digital front door with mobile scheduling Mobile patient scheduling has gained traction, with 40% of providers implementing self-scheduling solutions in the last year. For those that haven't yet adopted this technology, there's a huge opportunity to help patients navigate their healthcare journey with ease. Patient satisfaction is heavily dependent on how much friction processes add or remove to the patient access experience. Integrating mobile scheduling tools with automated registration, payment systems and patient outreach solutions can amplify these benefits and help providers streamline their operations. Find out more about how Experian Health's mobile patient appointment scheduling software is helping providers improve the patient experience and operational efficiency.

Staffing shortages continue to plague the healthcare industry, creating challenges for both healthcare providers and patients. In a 2022 CVS Health-Harris Poll National Health Project survey, 51% of 2,023 U.S. adults surveyed said they had been directly affected by healthcare staffing shortages. Among this group, 45% had trouble scheduling appointments, more than a third said their doctor was operating on reduced hours, and a quarter had treatments or surgeries delayed. Digital self-scheduling solutions help patients access care even when appointments are in limited supply. It allows patients to schedule care whenever they decide they need it—during the work day, in the evening, or overnight when a child wakes up coughing—without having to rely on front desk or call center availability. Coupled with digital registration and patient outreach, self-scheduling helps to uncomplicate early steps in the patient journey, making it easier for patients to access care, prepare for their visits, and keep their appointments without canceling. Getting provider scheduling right is a critical step With staff and inventory in short supply, healthcare organizations are under increasing pressure to optimize scheduling. “Some doctors may only be available a few days a week,” explains Sanju Pratap, Vice President of Product Management at Experian Health. “They may prefer to see new patients only on certain days or reserve a certain number of next-day or same-day appointments for patients with urgent needs. Scheduling has to account for these details, while effectively connecting patients with the care they need, and ensuring that next-day or same-day appointments are available to book when appropriate.” At the same time, overbooking and scheduling glitches can contribute to burnout, a growing problem that contributes to the industry staffing shortage. “It’s absolutely critical to get scheduling right,” Pratap says. Digital solutions help keep complex schedules in order, while also making inventory available via a variety of channels. “We’ve been able to offer appointments across multiple access points: hospital websites, practice websites, our contact centers, and in our texting and referral outreach programs,” says John Mercer, Executive Director of Online Scheduling at HCA Healthcare. “Experian Health's Patient Schedule has been well-received by our provider population, both employed and affiliated,” Mercer says. “It affords providers the opportunity to receive new patients from a digital domain even when the office is closed. We can also specify certain appointment types and dedicated inventory for patients with acute needs." Listen in as John Mercer, Executive Director of Online Scheduling at HCA Healthcare, discusses how they utilize Experian Health's Patient Schedule solution to improve the patient experience: In a digital world, patients would rather do it themselves Meanwhile, 90% of patients want easier access to care in the form of digital self-scheduling tools, according to a 2021 Salesforce survey. This isn’t surprising in a world where consumers use digital self-service to accomplish logistically complicated tasks every day. Summoning a late-night ride in a strange city or finding replacement parts for a 1970s-era light fixture used to seem difficult. Now, the integration of digital self-service into daily life means a majority of consumers feel willing and able to handle scheduling themselves. It may be a happy accident: At a moment when scheduling and staffing have become key challenges for healthcare providers, patients want to take scheduling into their own hands. And interest in digital self-service doesn’t end with scheduling: Recent data from Experian Health and PYMNTS found that a third of patients chose to fill out registration forms for their most recent healthcare visit using digital methods, while 61% of patients said they’d consider changing healthcare providers to one that offers a patient portal. Opening the digital front door with patient self-scheduling, pre-appointment registration, and patient outreach solutions not only reduces the need for staff time, but also meets patients where they live. Digital scheduling works for patients in part because they manage their own calendars digitally. Receiving appointment reminders by text is helpful because texting is the channel patients already use to communicate with friends, family, and coworkers. Remote registration continues to meet the patient where they are. Using digital scheduling solutions to combat healthcare staffing challenges Patient self-scheduling and other digital front door solutions offer providers the opportunity to serve patients effectively while improving their own efficiency. Digital solutions can alleviate the burden on call center or front-desk staff and reduce the potential for human error when collecting patient identification and insurance information. Capturing this information accurately has downstream benefits when it’s time to process claims and manage billing. “Digital scheduling also plays a role when providers are bringing in new patients,” Pratap says. “Patient Schedule asks a series of questions that helps patients choose the right provider and the right type of appointment for their needs, even across specialties like orthopedics and cardiology, and subspecialties within these areas. Digital scheduling that is capable of complex decisioning makes it less likely that staff will need to follow up and reschedule. Having access to this level of self-service is invaluable for new patients who find providers on third-party sites: As they learn about each provider, they can see their availability and book an appointment on the spot. Positive experiences with scheduling can set the tone for a patient’s interactions with a provider.” The need for automation and digital solutions is intensifying as patients continue to gravitate toward digital self-service and providers continue to grapple with healthcare staffing challenges. Providers and their partners will need to evolve. “As we’ve grown from website scheduling and contact center scheduling to new forms of patient outreach, Experian has been able to provide us with those solutions and work with us to develop new ones as well,” Mercer says. The time to incorporate patient self-scheduling solutions is now. Learn more about how Experian Health can help address healthcare staffing challenges and close gaps in care by allowing patients to schedule appointments on their preferred device, anytime.

With eCommerce and SaaS companies delivering frictionless digital-first experiences, patients today often get frustrated with their somewhat less digital-forward healthcare providers. Paying via check, handwritten patient intake forms, calling to make an appointment - these are now widely considered to be artifacts of a bygone era. However, many healthcare providers still operate this way, which can hurt the patient experience. Recent data from Experian Health and PYMNTS found that 61% of patients would consider switching to a healthcare provider that offers a patient portal or a digital front door. But this is rapidly changing. With staffing shortages, rising labor costs and the pandemic-inspired turn towards telehealth, providers are fast adopting a strategy of creating digital front doors to improve patient access, boost engagement, and streamline care coordination. According to a May 2022 report by market analysts at CB Insights, funding for digital front doors reached a record high of $1.9 billion in 2021, up 67% year over year, and is expected to continue growing. A 2022 survey by the Center for Connected Medicine revealed that 55% of health system leaders offer some form of digital front door technology and the remaining respondents said it was on their radar. What is a digital front door? Today, digital healthcare means much more than giving patients the option of booking an appointment online. It’s a holistic approach to empowering the patient, delivering convenience, and improving access to healthcare at every touchpoint of the patient’s journey – a wholesale embrace of digital capabilities at every step in the patient journey. A digital front door gives patients a streamlined single point of access to all of the tools that empower them to engage with their healthcare provider proactively, independently, and often asynchronously. HIPAA-compliant and highly secure, patients can log into a digital front door from their computer or mobile device to schedule visits, send a message to their practitioner, sign patient intake forms, provide insurance information, get advanced knowledge of prices, and pay for care. On the back end, a digital front door is a platform that seamlessly integrates into a healthcare provider’s existing systems, improves workflow, and generates analytics and insights to grow their practice. What are the benefits? Patient satisfaction: More than eight in 10 patients now say that they prefer an online registration experience, according to Experian’s State of Patient Access 2.0 survey. Fewer no-shows: Patients are less likely to cancel or no-show when they have the option of scheduling and managing appointments that work for their time and needs. Frees up resources: By automating administrative tasks like registration, booking, payment, and other processes, the office staff is free to focus on other things. Fewer errors: Manual processes are rife with human errors. Problems like misspellings or errors in data can lead to denied medical claims, cut into revenue and require more time on the back end to resolve. Digitizing patient registration can reduce these errors and minimize these issues. Where to start When choosing a digital front door provider, it’s important for healthcare providers to remember to keep their patients at the center. They should ask themselves how it will make life easier for their patients and make their patients more likely to engage with them. By giving patients meaningful solutions that are compassionate to their needs, providers can build a platform that can take their practice to the next level. But they needn’t go it alone. Providers can get advice and support on digital healthcare trends by working with a healthcare vendor. The right partner will bring specialized expertise to help design and implement a digital front door with the capabilities to meet the provider’s needs. Three digital front door options 1. Omnichannel Patient Scheduling Online appointment booking gives patients access to the kind of 24/7 self-service scheduling they’ve come to expect. Automating patient scheduling has been shown to reduce call center call times by 50% while offloading 30% of call center volume to self-service. Patient scheduling software from Experian Health integrates with a provider’s website, call center, and physical office. 2. Registration Accelerator Up to 50% of denied medical claims can be traced back to errors in patient registration, and health systems can see as much as 10% to 20% of their revenue diverted to remediating these claims. An automated, data-driven patient registration process improves access to care and also reduces the opportunity for these costly errors. 3. Patient Financial Advisor Surveys show that as many as 90% of U.S. patients significantly underestimate the costs of major medical procedures. Some 77% say it’s important to know what they’ll owe before treatment begins. And yet, price transparency is still far from the norm. Patient Financial Advisor provides a personalized price estimate based on the patient’s insurance information, payer contracted rates, and provider pricing. Staying competitive with a digital front door With healthcare becoming increasingly consumer-focused, a digital front door is no longer optional. To stay competitive, healthcare systems must put their patients at the center of their digital transformation and offer a more comprehensive digital experience. A high-quality platform is one that’s not only convenient for patients but increases engagement and transparency throughout their healthcare journey. By investing in the right digital infrastructure now, providers can boost patient satisfaction and engagement while also improving efficiency and streamlining collections. Experian Health can help healthcare providers open their organization's digital front door. Discover our suite of revenue cycle management solutions or contact us to learn more.

Hospitals continue to face a capacity crisis as COVID-19, flu and respiratory syncytial virus (RSV) converge. Staffing shortages in both clinical and administrative teams further constrain the delivery of optimal care, with consequences for patient satisfaction and provider cash flow. With this challenge still ongoing, providers must find ways to maximize operational efficiencies and maintain patient flow. Accelerating patient intake with automated patient registration is a good place to start. Too often, registration requires patients to spend hours in a waiting room, filling out forms on a clipboard and conjuring up insurance information and medical history details from memory. These clunky processes cause delays, errors and stress for both patients and staff. In the current climate, healthcare providers should leverage digital tools that allow patients to complete registration easily and efficiently before they come in. Pitfalls of paper-based patient intake During registration, patient access teams must put considerable effort into collecting and checking patient information, documenting medical history and medications, verifying insurance eligibility and making sure the patient knows the details of their appointment or referral. Often, these checks are completed manually, with patients filling out paperwork in person when they arrive. It’s a slow and tedious process for patients and staff, made worse when there aren’t enough staff available. Unfortunately, manual processes also open the door to errors, creating additional work for staff members. If a patient’s address is inputted incorrectly, they may not receive important communications about appointments or billing, causing delays and confusion further down the line. In The Digital Healthcare Gap, a report by Experian Health and PYMNTS, Experian Health President Tom Cox says the “waiting room experience” is a common pain point for patients: “Having to schedule appointments at exactly 8 a.m. when the office opens isn’t convenient or efficient. Filling out paperwork that one has completed several times as a prerequisite to seeing a care provider aggravates just about everyone. And finding out how much the doctor visit and treatment costs long after the visit is complete is an experience unique to healthcare.” It's not an ideal first impression for patients, and it only compounds the pressure on short-staffed teams. Accelerate patient intake with advanced registration In The Digital Healthcare Gap, one-third of patients surveyed said they filled out registration forms from home. Enabling patients to complete registration in advance can greatly speed up patient intake. Patients can fill out forms in their own homes, with all their medical details at hand. It’s a more comfortable experience for patients and saves staff time by reducing the risk of errors. Shifting registration out of the waiting room can also help protect patients and staff from infection. But these survey results suggest that many patients are still completing registration in person. Providers should consider offering faster alternative options to those that want them, especially as waiting rooms fill up. With Experian Health’s Registration Accelerator, patients can complete intake forms from their mobile devices, anywhere and anytime. Details can be pre-filled automatically to save time and reduce errors, resulting in an easier intake experience with fewer issues for staff to resolve. By reducing administrative overhead, self-service tools can help providers manage unpredictable patient numbers and avoid bottlenecks during busy times. Automated patient registration for a more streamlined patient experience The current crisis magnifies the need for automated patient intake solutions, but patient access is already evolving. More than 8 in 10 providers say their patients prefer an online registration experience, according to Experian Health’s State of Patient Access 2.0 survey. In another report, 6 in 10 patients said they’d switch providers to one that offers a patient portal. Providers must open their digital front door or risk losing patients to competitors. A seamless patient intake experience that integrates scheduling, registration and payment systems will make patients feel taken care of. With user-friendly interfaces, automated appointment reminders and pre-filled insurance information, Registration Accelerator offers patients the speed and convenience that today’s consumers have come to expect. Patients can initiate registration with one click, then upload photos of their driver’s license and insurance card. Optical character recognition technology captures the necessary identity and insurance details, so patients and staff don’t have to fill it out manually. Patients can check their details and confirm appointments before completing authorization and consent forms. They don’t have to spend a minute more on registration than necessary and are less likely to miss appointments, leading to faster care. Maximize operational efficiency with automated patient registration solutions Registration Accelerator integrates with other automated patient-facing intake tools, such as Patient Scheduling and Patient Financial Advisor, to create a frictionless experience. Giving patients more control is not only more satisfying and convenient for them, but it also helps drive efficiency – which is increasingly important as hospitals reach capacity. Using digital systems instead of manual processes also enables easier integration with other data management systems, such as electronic medical records, hospital information systems and eCare NEXT®. Data need only be added once, which reduces the burden on staff and helps to avoid errors arising from ineligible handwriting. In addition to having greater confidence in the integrity of their data, providers can also use patient intake software to generate performance reports, revealing further opportunities to improve efficiency. Providers can allocate staff to high-priority tasks and use customizable workflows to maintain operational standards. The impact on the bottom line can be significant. Automated registration solutions reduce administrative costs. But perhaps more importantly, they prevent delays in reimbursement by avoiding time-consuming errors and inefficiencies. In this way, faster registration leads to earlier care, with better outcomes for both patients and providers. Find out more about how Registration Accelerator can ease the pressure on providers by speeding up patient intake during the busy winter period.

Respiratory syncytial virus (RSV) is surging throughout the United States. RSV typically peaks during the fall and winter, when cold and flu season are in full swing, but the U.S. is seeing unprecedented numbers right now. With RSV spreading — on top of flu and COVID-19 cases — healthcare providers are under more pressure than ever. They need to efficiently manage the spike in patients without compromising the quality of care. This includes utilizing the digital front door and finding new ways for patients to manage their own health journey. That’s where patient appointment scheduling software comes in. Challenges for healthcare providers Increased risk of worker burnout: The healthcare industry is already under major strain, especially with flu season and COVID-19 cases. At the end of 2021, over half of healthcare professionals were experiencing burnout, according to the American Medical Association. The RSV surge has now been added to the mix. Patient frustration: When patient volumes are high, delivery of outstanding care is difficult. Patients may experience longer wait times, become annoyed by call-center scheduling, or have a hard time getting an appointment at all. How digital solutions and patient appointment scheduling software can help Technology and patient engagement solutions are critical to alleviating the strain on healthcare staff. These solutions offer patients the flexibility and convenience to self-schedule appointments online on any device, 24/7. “Self-service tools provide patients with convenience, information, reminders, and a seamless process,” said Liz Serie, Senior Director, Product Management at Experian Health. “This helps reduce the patient’s wait time and gives them peace of mind so they can focus on getting better.” Having an easy-to-use patient portal is a big part of the solution. A recent report commissioned by Experian and PYMNTS found that 2 out of 3 consumers use patient portals. The remaining third say they’d use digital platforms too if they had access to them. Another interesting finding: urgent care patients are among those most likely to schedule appointments via digital channels. The rise of patient appointment scheduling software Patient appointment scheduling software eliminates the inconvenience of traditional call-center booking. These types of remote, touchless scheduling systems took off out of necessity during the COVID-19 pandemic. The result has been a digital healthcare experience that mirrors the way consumers shop online. People want simple, self-service options from any device – this includes around-the-clock appointment scheduling. Online scheduling platforms let patients book, reschedule and cancel appointments — all with just a few clicks. Automated reminders that come with these scheduling platforms also reduce no-shows and increase the number of patients physicians are able to accommodate. Self-scheduling has other benefits, such as: Empowering patients to book appointments on their schedule Taking pressure off healthcare staff, many of whom are overworked amid the current labor shortage Giving healthcare providers a leg up over competitors who are still using traditional call center scheduling Giving providers a powerful tool to keep up with patient surges, especially with the rise in RSV cases Using digital patient intake to streamline administrative tasks Patient engagement solutions make it easier for healthcare professionals to provide the best care possible. From the very beginning of an appointment, they can focus on patient needs — instead of asking them to fill out paperwork, provide ID and insurance cards, or reschedule missed appointments. With the right digital solutions, patients can do these things on their own. Healthcare providers understand that scheduling, registration, cost estimating, and paperwork are often confusing and frustrating for patients. This can translate to missed appointments, as well as late or delinquent payments. Experian Health’s Registration Accelerator makes many of these issues more manageable and increases the accuracy of patient intake. As RSV, flu and COVID-19 roll through the United States, healthcare providers can offer digital patient intake to streamline key administrative tasks. It also eliminates hurdles for patients, especially parents trying to schedule urgent appointments for sick children. They can easily find open dates and times through an online patient portal, versus waiting on the phone for a response. Experian Health’s Patient Scheduling software is helping to make the journey easier for both patients and providers. It allows for self-service options and equips call-center agents with an efficient platform to schedule patients right then and there. When patient volumes spike, it can be a game-changer. Learn how Experian Health can help streamline patient scheduling and registration processes.

As the flu season collides with COVID-19—and an unexpected surge in respiratory syncytial virus (RSV) strains hospital capacity—healthcare providers need digital tools that give patients simple, easy access to appointment scheduling and self-registration, while helping staff meet increased demand. Digital appointment scheduling software, together with online registration solutions and automated patient outreach, help providers create a better patient experience, achieve greater operational efficiency, and ultimately improve access to care. 24/7 self-scheduling opens the digital front door A surge in seasonal viruses presents numerous challenges for healthcare providers. The sheer volume of patient calls can be overwhelming for staff. Meanwhile, patients need immediate help, often 24/7. “Patients who are feeling sick, or who have a sick child, are in a vulnerable position,” says Sanju Pratap, Vice President, Product Management at Experian Health. “They need care, but they may also need help figuring out where they should receive that care and how urgent their situation is. Can they wait until the next available appointment, or should they go to the emergency room now?” With patient scheduling software, providers can configure the online self-scheduling process to include key questions about the patient’s symptoms that help determine what the next steps should be. Patients who need immediate medical treatment receive a recommendation to seek emergency care; patients with less urgent needs can schedule appointments online or may be directed to telemedicine visits or urgent care. Digital appointment scheduling tools provide patients with the kind of around-the-clock access they enjoy every day. They already use online portals and mobile apps to book flights, make dinner reservations, and even schedule their COVID-19 vaccinations. They expect scheduling healthcare to be equally convenient. “Patient scheduling software changes the way patients feel about the availability of care. When patients have to wait for the office to open or negotiate with a call-center representative to make an appointment, scheduling feels like a hassle,” Pratap says. “For patients who are accustomed to online scheduling in other areas of their lives, this lack of access could be a reason to look elsewhere for care. Meanwhile, our experience is that providing online self-scheduling can add as many as eight new patients per provider per month. Self-scheduling opens the digital front door.” Making the waiting room a safer space As the flu, COVID, and RSV cause the number of patients needing appointments to surge, online self-scheduling can relieve front desk and call center staff by offloading a large volume of calls—both from patients needing immediate care for viral illnesses and from patients needing to cancel unrelated appointments due to illness. From there, digital tools also improve efficiency and make the waiting room a safer space once patients come in for care. “Patient scheduling software that integrates with patient self-registration and targeted patient outreach can further ease the workload for over-burdened staff,” says Pratap. “After patients schedule online, they receive automated reminders and the opportunity to complete registration forms before they come in for their appointments.” Recent data from Experian Health and PYMNTS found that a third of patients chose to fill out registration forms for their most recent healthcare visit using digital methods, while 61% of patients said they’d consider changing healthcare providers to one that offers a patient portal. Pre-appointment registration keeps sick and contagious patients out of the waiting room, which reduces exposure to other patients and staff, and makes everyone more comfortable. Automated patient outreach can send appointment reminders and follow-up emails to patients who miss their appointments and may need to reschedule. Preparing for a busy season—and beyond Getting ready for a busy virus season is just one reason providers are adding digital tools to improve the patient experience and lighten the burden on staff. Expanded access to appointments, automated outreach, and online registration gives patients the digital engagement they expect from their healthcare providers. Digitalization also improves efficiency. Experian’s Patient Scheduling Software can also provide insights into patient demand and capacity and allows providers to better optimize appointment capacity and the patient scheduling experience. Integrated digital tools make scheduling, intake, verification, billing, and collections more efficient while reducing the need for human input. The result is not only greater capacity for providers, but also greater resilience. The fall and winter virus season may be annual, but it takes on a different magnitude each year. Meanwhile, no one can predict whether a new or recurring virus (think RSV or Monkeypox) will trigger a surge in care needs. Adding digital solutions that can flex with changing patient volume takes some of the strain off staff members who may be stretched thin—and may require care or downtime after catching a seasonal virus themselves. “The challenge for providers lies in identifying and implementing the digital solutions they need to move their operations to a new level, keeping in mind patients’ needs as digital consumers. Patients expect and demand constant and real-time connections. These solutions can help providers grow and thrive even as they experience continued staffing shortages and pressure to find new operational efficiencies and timely access to care,” Pratap says. Learn more about how Experian Health can help organizations implement digital appointment scheduling software, registration solutions, and increase patient outreach.

Healthcare staffing shortages are patients' biggest safety concern, according to a new study by ECRI. Pandemic pressures led many healthcare workers – clinical and non-clinical – to join the “Great Resignation,” causing a significant drop in hospital employment since February 2020. Insufficient staffing can lead to longer wait times and clinical and administrative errors, which can present a real threat to patient safety. Critical shortages also erode financial performance through wage inflation, recruitment and training costs, and hampered productivity. As the problem persists, providers are seeking effective solutions to alleviate the burden on their existing workforce and solve for healthcare staffing shortages. Digital tools and automation should be top of the list to help improve efficiency, increase staff satisfaction, and corral the resources needed to deliver high-quality care in a cost-effective way for non-clinical jobs. Creating the conditions for a thriving healthcare workforce The pandemic exacerbated longstanding issues with understaffing and burnout that led to healthcare staffing shortages, but it also expedited several digital innovations that may be part of the solution. An aging population coupled with increasing public health concerns aren't going to make the situation any easier, so healthcare leaders should leverage these digital advances to build a resilient workforce. For non-clinical roles, advanced data analytics and automation can complement wider workforce strategies – by making it easier for downsized teams to do more with less. This can help reduce time-consuming manual work, eliminate frustrating and unnecessary rework, and streamline workflows to increase efficiency and job satisfaction. By handing off repetitive and rule-based tasks to intelligent software, administrative and billing teams will be able to manage the growing workload with less staff and focus their efforts on the tasks that really need a human touch. How digital tools can fill in the gaps created by healthcare staffing shortages 1. Streamline non-clinical workflows with advanced analytics Analytics can capture organization-wide insights to inform planning and optimize staff resources on a day-to-day basis. By taking a deep dive into existing processes, providers can better understand what tasks are really necessary. Eliminating superfluous activities and automating those that don't need a human touch means that available staff can be deployed more efficiently. This is more than simply digitizing existing workflows. The real power lies in combining updated technology with strategic process improvements. For example, automated patient outreach allows providers to send automated messages and appointment and bill reminders to patients, so fewer staff members are needed to manage calls. It can also be used alongside consumer data to segment patients according to their needs, so providers can identify and reach out to those that may need to reschedule care. This can help forecast future demand with greater accuracy. 2. Facilitate self-service patient access with automation Equipping patients with the digital tools to complete more administrative tasks themselves is another effective way to reduce the need for staff input. Self-service patient scheduling and registration solutions give patients the convenience and choice they desire (as revealed in Experian Health's State of Patient Access survey 2.0). They also minimize the manual tasks and call volumes that put pressure on understaffed patient access teams. Digital scheduling also plays a role in patient care. Online scheduling reduces the risk of no-shows because it's easy for patients to book and reschedule appointments at a time they know they can attend, thus avoiding diagnostic and treatment delays that could lead to poorer health outcomes. And unlike manual registration processes, data errors are far less likely, which helps avoid delays and rework later. Automated self-scheduling and registration platforms allow small teams to handle more complex work, which improves staff satisfaction and increases the likelihood of positive patient outcomes. 3. Let better data minimize staff time spent on revenue cycle tasks Understaffed teams must allocate their time carefully. Significant amounts of staff time can be saved throughout the revenue cycle with more accurate and timely data. For example, Kootenai Health in Idaho saved 60 hours of staff time in two months by automating patient financial clearance. More patients were assigned to the correct financial pathway, and reliable data insights helped reduce manual work and guesswork, leading to fewer bills being written off. A particular challenge for busy teams is managing frequent changes to prior authorization requirements. Prior authorization software pulls information from multiple health plan websites to give staff real-time visibility into current requirements and generates an exception-based workflow so they can focus on high-priority tasks. Ease workforce pressures and enhance the patient experience with automation Automation is not a substitute for the care and attention provided by expert healthcare workers. However, new digital and data-driven technologies can complement person-to-person interactions and ease pressure on busy teams. Integrating reliable data sources, analytics and responsive workflows can help providers manage current shortages and future workforce challenges by removing unnecessary manual tasks, reducing errors, and offering insights to improve patient-facing and back-office systems. Contact us to find out how Experian Health's data-driven insights and automation can help solve for healthcare staffing shortages, protect the revenue cycle and maintain high-quality standards of care.

More than 40% of patients surveyed skipped medical care in the early months of the pandemic, according to a recent study by researchers at the Johns Hopkins Bloomberg School of Public Health. Of those who needed care, 58% missed scheduled preventive care. Similar trends are observed in cancer screening, with appointments for breast, colorectal, and cervical cancers – in some cases dropping by around 80%-90% in March and April 2020, compared to 2019. Diagnostic testing for several cancers also plummeted, as did HPV vaccinations.   These trends aren’t unexpected: COVID-19 forced medical facilities to cancel or scale back services, while fear of infection and financial worries kept many patients away. But with most services operating at near-normal capacity again, and the vaccine program tipping the balance in favor of rescheduling care, preventative services are still lagging. Many patients remain reluctant to attend screening and wellness visits, despite the health risks associated with delaying care for potentially serious conditions.   Re-establishing a preventive care routine is essential. For patients, getting back on track with earlier diagnosis means more timely treatment and a better chance of recovery. It promises a better financial outlook for patients, payers, and providers alike, who all suffer higher costs when medical conditions escalate. And providers want to get their day-to-day business back on track to smooth out what has been a heavily disrupted workflow and revenue cycle over the last year.   Providers must reassure patients that returning to care is safe and necessary. Compassionate and personalized support will be key to making sure patients get the right care at the right time. Automated patient outreach strategies built on comprehensive patient data can help reverse the trends in forgone care.   How can data and automation support personalized patient outreach?   Kelly E. Anderson, one of the authors of the John Hopkins study, suggests that “physicians can mitigate some of the long-term harmful effects of this forgone care by proactively reaching out to patients who missed care, to try and reschedule the care either in-person or through telehealth.”   Automated outreach combined with easy patient scheduling platforms can help providers identify and invite healthcare consumers to get much-needed preventive care appointments back on track. For example:   Automation makes scheduling easy for patients and efficient for providers Online scheduling platforms allow patients to reschedule missed appointments at a time and place that suits them. A targeted outreach list of those patients most likely to need screening (for example, based on age, lifestyle, or health risk factors) can be used to send automated booking prompts and reminders by text message or interactive voice response (IVR). It’s simple and convenient for patients and reduces pressure on call center staff. Plus, it generates a wealth of useful real-time data on response rates to pinpoint areas for improvement.   With the right data, providers can direct patients to appropriate services For patients that can’t or prefer not to attend their usual healthcare facilities, directing them to telehealth services or alternative venues might be a good option. Similarly, patients with a medical or family history that suggests a higher risk of cancer ought to be prioritized for screening. But you can only do this when you know who those patients are, and what exactly they need. Social determinants of health can be a powerful tool to help providers determine a holistic view of patients’ clinical and non-clinical needs.   ConsumerView collates consumer data from over 300 million individuals, across multiple demographic, psychographic and behavioral attributes, so providers know more about the lifestyles and interests to be able to effectively resonate and engage. Data helps create a better patient financial experience Since many patients are worried about the loss of health insurance, outreach efforts might also involve pointing patients towards appropriate financial support. When socio-economic data reveals that a patient is struggling financially, providers can quickly check for missing coverage, offer tailored payment plans, and help obtain charity care if required.   Automated outreach can also deliver the upfront information about healthcare pricing that so many patients demand, and help staff collect faster patient payments by providing easy payment links through text and IVR campaigns. Consumer data can inform compassionate patient communications With the majority of patients opting out of scheduled appointments because of concerns about COVID-19 exposure, any invitation to reschedule care should offer plenty of reassurance about hygiene protocols. Some patients may need a gentle nudge to reschedule appointments, so if you can help them feel comfortable visiting facilities and tell them what to expect, they’ll be more likely to return.   Offering additional reassurance and support to communities who are traditionally underserved by healthcare services, or who have been harder hit by COVID-19, will be even more important. Best contact information, social determinants of health insight and ethnicity insight can support efforts to promote screening to groups who may face additional barriers to care.   With the right data, you can go beyond compassionate messages and choose an appropriate communications channel that’s the right fit for the consumer, too.   One thing that hasn’t been hindered by COVID-19 is the trend toward healthcare consumerism. Patients have a choice about which provider they use. Proactively supporting patients to catch up on missed care is a surefire way for providers to stand out as the easy choice.