Impact of Web-Based Self-Scheduling on Finalization of Well-Child Appointments in a Primary Care Setting: Retrospective Comparison Study
| Autor: | Matthew C Thompson, Rebecca J Majerus, Elissa M Nelson, Brian A. Crum, Frederick North, Rebecca J Buss |
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| Jazyk: | angličtina |
| Rok vydání: | 2021 |
| Předmět: |
Schedule
Computer applications to medicine. Medical informatics Entertainment industry R858-859.7 Health Informatics software tool schedules Scheduling (computing) self Health Information Management Business hours Ambulatory care Health care Medicine Web application outpatient care patient appointment preventive care Original Paper business.industry Medical record computer software application electronic health record medicine.disease mobile applications office visit pediatric child health preventive health service Medical emergency business |
| Zdroj: | JMIR Medical Informatics, Vol 9, Iss 3, p e23450 (2021) JMIR Medical Informatics |
| ISSN: | 2291-9694 |
| Popis: | BackgroundWeb-booking of flights, hotels, and sports events has become commonplace in the travel and entertainment industry, but self-scheduling of health care appointments on the web is not yet widely used. An electronic health record that integrates appointment scheduling and patient web-based access to medical records creates an opportunity for patient self-scheduling. The Mayo Clinic developed and implemented a feature in its Patient Online Services (POS) web and mobile platform that allows software-managed self-scheduling of well-child visits.ObjectiveThis study aims to examine the use of a new self-scheduling appointment feature within POS in both web and mobile formats and determine the use characteristics, outcomes, and efficiency of self-scheduling compared with staff scheduling.MethodsWithin a primary care setting, we collected 13 months of all appointment activity for the well-child visit for children aged 2-12 years. As these specific appointment types are for minors, self-scheduling is performed by parents or other proxies. We compared the appointment actions of scheduling and cancelling for both self-scheduled and staff-scheduled appointments. The frequency in which patients were using self-scheduling outside of normal business hours was quantified, and we compared no-show outcomes of finalized appointments.ResultsOf the 1099 patients who performed any self-scheduling actions, 73.1% (803/1099) exclusively used self-scheduling and self-cancelling software. For those with access to self-scheduling (patients registered with the Mayo Clinic POS), 4.92% (1201/24,417) of all well-child appointment-scheduling actions were self-scheduled. Staff scheduling required more than a single appointment step (eg, schedule, cancel, reschedule) in 28.32% (3729/13,168) compared with only 6.93% (53/765) of self-scheduled appointments (PConclusionsSelf-scheduling can generate a significant number of finalized appointments, decreasing the need for staff scheduler time. We found that 29.5% (354/1201) of the self-scheduling activity took place outside of the usual staff scheduler hours, adding convenience value to the scheduling process. For exclusive self-schedulers, 93.1% (712/765) finalized the appointment in a single step. The no-show rates were not adversely affected by the self-scheduling. |
| Databáze: | OpenAIRE |
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