数字工具, 比如在线预约安排, 是医疗系统的差异化因素吗, but as people of all ages have become more accustomed to using computers or cell phones for everyday tasks, patient portals and online scheduling have become expected options rather than nice-to-have features. 一项研究 Healthgrades found that about 80% of patients prefer a physician who offers online scheduling.
Digital technology is ubiquitous in almost every other sector, yet its use in healthcare has lagged. Many organizations have not implemented online scheduling; others offer it in a limited way. 以患者为中心的云顶集团40011官网 现在正在迎头赶上吗. 在现代化的浪潮中, many health systems try to implement online scheduling tools without adequate preparation. 电子病历执行不力, 病人接触受限, and internal cultural barriers prevent scheduling tools from being properly implemented and optimized. 如果不先解决这些挑战, 它们造成的问题可能会被放大和复杂化. 以下是为成功的在线日程安排做准备的10个步骤.
1. 组建一个团队
多学科运营团队应该包括IT, 行政和云顶集团40011官网领导, 和市场营销. 云顶集团40011官网通常认为这是一项由it驱动的工作, but successful online scheduling designs are built by operations leaders who know how to keep the patient in mind and set the appropriate direction, 语气, 从一开始就有指导原则.
2. 审查患者访问和提供者能力
Health systems should make sure they have enough scheduling options prior to going live. 如果预约选择有限, 或者等待时间很长, 新患者可能没有要求额外的选择就离开了. 上线前, a capacity analysis should be performed that includes visit durations, 提供程序入时模板, 填充率, 以及供应商利用率. 这个练习将产生最多的调度选项.
3. 为每个病人确定合适的路线
为了构建在线调度的技术组件, a framework must be developed that maps providers to the appropriate patients. This framework can be based on visit type, diagnosis or condition, or insurance type. 在准备网格时,应该回答这些问题.
- 哪个提供者看到了哪个主要关注点? 在次级专业领域, patients can navigate to the appropriate provider by using their primary concern. Create a provider selection algorithm that routes patients to the right provider.
- 高级执业医师(app)是否应该治疗新患者? 在线日程安排为患者提供了选择. One option may be to allow them to choose between physicians and APPs, 特别是如果应用程序有更好的可用性.
- 是否应该将任何访问类型排除在在线日程安排之外? 一些访问类型, 比如程序或护士来访, may not be suitable for online scheduling because clinical clearance or a physician’s order prior to scheduling is required.
4. 优化云顶集团40011官网模板
Provider templates should be open, automated, and reflect physicians’ actual schedules. 模板应该包含这些属性.
- Individual provider preferences should be removed whenever possible (e.g.,规定每个时段应该安排哪种类型的病人)。. 当提供者过度管理他们的模板时, they limit access to care and it is harder for patients to make appointments online. Standard scheduling protocols allow more efficient appointing and also create an easier online scheduling build.
- Templates should allow follow-up appointments to be booked at checkout. 通常, clinics should release templates for 13 months into the future to accommodate one-year follow-up appointments.
- An 开放获取的方法 should be embraced to avoid restricting scheduling options based on patient or appointment type.
- Concurrent booking—when multiple patients are scheduled with the same provider at the same time—should be accommodated. 如果供应商允许并发预订, this practice should be built into the template so each available appointment can be selected online.
5. 优化和自动化预约工作
当病人在网上预约时, 在预约之前需要做一些额外的工作. 这可能包括:
- 取消预约前的临床检查或分诊.
- Encouraging, but not requiring, medical records, labs, and imaging prior to the appointment.
- 在网上提供预约文件. Collecting preregistration information as part of the online scheduling process
6. 捕获传入的推荐
新病人开始在网上预约, each patient’s referral should continue to be tied into each department’s operation. Incoming referrals should be monitored and checked daily so the referrals that were received for appointments scheduled online can be linked. 也, financial clearance teams should continue to ensure that referrals are present when one is required by the patient’s insurance. 中心化的或标准化的 推荐模型 会帮助完成这项任务吗.
7. 了解预约是否需要辅助云顶集团
Workflows should be developed for patient visits that require labs and/or imaging to be done in conjunction with a new patient appointment. 经常, 电子病历可以在后台链接这些预约, 为病人提供无缝对接,减少工作人员的工作量.
8. 制定一个流程来审查安排好的约会
Providers and staff often are worried that appointments scheduled online will not be accurate. 大多数实践发现这是不正确的. 然而, it can be helpful for the first few weeks to have a system to monitor appointments as they are scheduled and verify their accuracy (e.g.、合适的专业、合适的供应商、最新的人口统计数据).
9. 制定营销计划
Prior to launching online scheduling, inform patients that the option will soon be available. The best way is to use appropriate marketing strategies to get the word out. 一个合理的营销策略包括:
- 云顶集团40011官网网站上的专题文章.
- 患者门户消息.
- 来自诊所的邮件.
- Advertisements through commercials, websites, billboards, or magazines.
The multi-disciplinary team gathered in step one should provide input for the marketing plan. These plans often require a long lead time, so it is recommended to begin this process early.
10. 准备好记录你的成功
Develop a dashboard to track the success of your online scheduling using agreed-upon metrics. 运营领导会想要回答这些问题.
- 有多少预约?
- 这些约会中有多少需要重新安排或取消?
- 我们有新病人加入吗?
- 病人是从哪里知道这个工具的?
新常态
Online scheduling is one of the most common patient-facing tools in the digitization of healthcare. 考虑到这种新常态, 以及患者日益增长的消费主义, online scheduling across all specialties and providers is becoming less of a market differentiator and more of a consumer expectation. 如果做得好, the ability to schedule new and return appointments online gives patients a better consumer experience and provides the organization with a new front door 和市场营销 tool. Online scheduling initiatives also push organizations to address their 病人的访问 表演, which is a key factor in attracting and retaining patients and providing high-quality care. 患者不仅会从中受益, but the entire health system will see how online scheduling can improve productivity, 效率, 以及创收.
2020年9月2日发布