This excellent article on PatientExperience.com focuses on a key issues in Patient Experience: Waiting Times for Appointments! Among other things, it points out - and research validates - that the anticipation and perception of waiting is often just as anxiety-producing as the actual waiting itself.
At Connexient, we are working on a number of important ways to attack and ultimately eliminate this problem.
First and foremost, we are providing an end-to-end navigation solution with MediNav - both outdoors and indoors - that eliminates the stress of getting lost. Convenient features like Parking Planner and My Car Saver ensure that the patient or visitor is directed to the most convenient parking location based on their actual appointment location inside the building, and then will get them back to their car hours later. This not coincidentally can also help the Healthcare provider reduce appointment late-shows, which wreak havoc with schedules and often are a primary source of long waits in the first place.
We are also working on innovative pilots with several clients to integrate appointment reminders with MediNav, supported by HIPAA-compliant communications in our partnership with Mutare. Just this one simple step of an SMS reminder, with an easy option for customers to then set their own follow-up reminders, has been proven to reduce no shows.
As we move forward down this path, we are working towards an "Airline Check-in model" where we can dynamically update the organizations scheduling system so appointments can be better managed to actual reduce wait times.
Technology is not the whole solution but - when integrated into Enterprise IT and processes - can have a big impact on improving both the perception and real pain points of Patient Experience.
Read the article on Patient Experience.com: