What You Should Know:
– A new study found 84% of providers say patients still schedule care with the front desk, and 73% rely on human calls — despite all of the advances in communication. A full 87% say they’ve faced administrative staffing challenges over the last 12 months. Of those, one third (35%) found those staffing challenges have had a negative impact on staff morale, and about one in six (18%) noted it has led to longer wait times.
– The survey was commissioned by Relatient, the leading SaaS-based patient scheduling and engagement platform, and conducted by the Medical Group Management Association (MGMA) in August. Relatient surveyed 359 provider group executives about meeting the challenges of high consumer expectations in patient engagement, increased complexity and ongoing staffing shortages.
Provider Perspectives on Quality of Scheduling As An Important Factor For Patient Experience
Relatient, Inc., is the leading intelligent patient scheduling and engagement technology company that utilizes a data-led approach to improving access to care. Integrating with all leading EHR/PM systems, Relatient engages with over 50 million unique patients per year on behalf of provider groups and health systems across the U.S. Relatient’s intelligent self-scheduling, patient messaging, chat, digital registration and payment solutions drive operational efficiency, increased appointments, reduced no-shows, faster patient payments and improved patient satisfaction, all while supporting better health and care quality initiatives.
Three-quarters of providers believe scheduling is an important element of delivering a positive patient experience, and nearly half believe it is the most important, according to a recent primary research study commissioned by Relatient, the leading intelligent patient scheduling and engagement platform. The research also found that while most provider groups leverage outbound communication technology, patients still rely heavily on human-driven interactions—whether by phone or at the front desk—at a time when the overwhelming majority of executives say they are facing administrative staffing challenges.
The report, based on a survey of more than 350 provider group executives, found that while scheduling and patient engagement technology is widely available to provider groups and that many have implemented some of these solutions, patients have not yet widely adopted them.
Among the findings:
– Approximately two-thirds of provider groups rely on phone calls and/or use automated phone calls to communicate with patients prior to appointments
– 60% of provider groups send mass patient messages, and about half send targeted/segmented messages
– 84% of providers say patients still schedule care with the front desk
– 73% of patients still call to cancel or reschedule an appointment
– Only 4% of providers use automated chat
“Provider groups overwhelmingly understand the need for automation and digital tools to improve the patient experience—especially as they face unprecedented staffing challenges. The key for them is identifying and investing in solutions that alleviate staffing challenges while providing an experience consumers will embrace and use,” said Jeff Gartland, CEO at Relatient. “We understand what providers are up against and are committed to providing intelligent scheduling and engagement solutions that not only drive operational efficiencies and increase overall patient encounters, but also set providers up for success with a superior patient and staff experience.”
Staffing challenges impact both staff and patient experience, according to the provider groups surveyed:
– 35% report negative impact on staff morale
– 18% report longer wait times for patients
– 16% report negative impact to patient experience
– 39% report it takes more than 4 weeks to onboard new staff
In addition, provider groups cited managing provider preferences as the number one driver of patient scheduling challenges. Notably, 86% of executives said their organization still relies on staff knowledge or offline resources to manage rules and preferences—as opposed to leveraging an intelligent scheduling platform.
The survey of 359 individuals in c-suite, executive and other senior positions was commissioned by Relatient and conducted by the Medical Group Management Association (MGMA) in August 2022. The survey was developed to better understand provider perspectives on patient engagement, staffing related to scheduling and access, and other related challenges.