Health systems prioritizing self-scheduling solutions to improve patient access


Download report for findings from a survey of health system leaders on top tools for boosting access and patient engagement

Technology that allows consumers to go online and schedule appointments with doctors is a top priority for health systems as they work to boost patient engagement and meet demand for consumer-friendly tools.

Yet many health systems are struggling to deploy these self-scheduling tools widely because of challenges securing organizational buy-in to expand the technology’s use.

These are two of the key findings from new research from the Center for Connected Medicine (CCM), available for download from the link above.

The CCM’s report, “Self-Scheduling Solutions: The technology priority for improving patient access at health systems,” finds that self-scheduling is the top digital patient engagement tool slated for investment this year, cited by 88% of respondents.

Lack of organizational buy-in is slowing deployment

Despite prioritizing self-scheduling for investment, most respondents said their health systems have not implemented the tool widely. More than eight-of-10 respondents reported that 20% or fewer of their appointments are booked online directly by patients.

The top challenge hampering rollout: A lack of buy-in from physicians and other staff, which was cited by 38% of respondents.

“Many physicians believe that by allowing patients to self-schedule appointments they are giving up control of their own calendar,” said Joon S. Lee, MD, Executive Vice President of UPMC, a CCM partner. “Self-scheduling is a big part of improving patients’ access to care. It is up to organizational leaders to work with physicians to find solutions that address their concerns while still meeting the demands and expectations of our patients.”

Produced in partnership with KLAS Research, “Self-Scheduling Solutions” is based on an online survey of 51 respondents from 47 hospitals, health systems, or other provider organizations conducted in December 2021. The respondents were chief information officers, chief medical information officers, and other executives, directors, and managers.


Additional CCM resources

The report builds on the CCM’s yearlong focus on patient access, which is a key priority for health systems.

In its “Top of Mind for Top Health Systems 2022” report, the CCM found that improving access was the challenge health system leaders said could best be solved with technology.

Learn more about CCM resources on patient access and digital health tools:

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