Self-scheduling will create $3.2 billion in value in 2019
Third party digital self-scheduling services, which can enable patients to book appointments faster and get appointments sooner than by using the phone, position themselves between health systems and their patients and can drive patient volume to competitor systems.
The consequences for late adopters could be severe
Over the next 5 years those numbers will spike
Patients want more convenience and transparency
2014
2019
=
77%
63% of the time2
51%Of a health system’s appointment volume can be self-scheduled
of patients think that the ability to book, change or cancel appointments online is important1
Patients can digitally self-schedule some appointments at:
1 Accenture 2013 Consumer Survey on Patient Engagement 2 Accenture Research, “Why First Impressions Matter,” 2013
Patients self-schedule
Average time for a patient to complete a scheduling call
Agents transfer patient calls
Digital self-scheduling o�ers e�ciency, value and di�erentiation
8.1 minutes
986 million $3.2 billion in value
Digital self-scheduling tools are better than the phone…Leading health systems are taking note
of the top 100 US health systems
of other US health systems
Patients can digitally self-schedule some appointments at:
of the top 100 US health systems
of other US health systems
2.4% of the 11%
38% of the 60%
of appointments that can be self-scheduled
Patients self-schedule
of appointments that can be self-scheduled
38%of appointments will be self-scheduled
Financial and competitive benefits
Maintain customer base
Boost operational e�ciencies, improve organizational flexibility and agility
Improve trust, loyalty and patient satisfaction
For more information:Dipak [email protected]
Michael [email protected]
$ $¢
By the end of
appointments digitally self-scheduled
Driven by patient demands for greater convenience and more control, US health systems are adopting digital patient self-scheduling tools to di�erentiate themselves competitively, improve e�ciencies and enhance patient engagement and satisfaction.
Patient Engagement: Digital self-scheduling set to explode in healthcare over the next 5 years
By the end of 2019
of health systems will o�er digital self-scheduling
66%
40%
10%
100%
55%
of patients will book appointments digitally
64%
80%Of a health system’s appointment volume can be self-scheduled
Insight Driven Health
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