Top three ways Penn Medicine sparked the digital patient experience
Blog post for Operations
Recognized as one of the nation’s best hospitals by U.S. News & World Report and as a prestigious academic medical institution, University of Pennsylvania Health System (Penn Medicine) sought out a way to better connect their physicians to the modern patient. In coordination with Clinical Care Associates, Penn Medicine’s employed primary and specialty care physician group, the organization saw the immediate need to improve patient access, attract new patients, and increase patient retention.
Strategy #1 – Connect patients to their providers: Allow for accurate patient navigation through patient-provider matching based on provider scheduling protocols that are specific to operational and clinical workflows.
In working side-by-side with Penn operations and the scheduling team, DocASAP was able to develop Penn Medicine specific criteria to navigate the patient to the correct physician and appointment time during the scheduling process. “It was not only important for us to keep the experts at DocASAP accountable for developing these complex workflows for our primary care and specialty physicians, but we had to take a detailed look into our entire scheduling protocols and processes,” said Ronald Barg, MD, executive director, Clinical Care Associates.
Measurable outcome: Within less than a month, the online scheduling platform was up and running. The health system started seeing appointment bookings from the very beginning and saw the continuation of a drastic increase of appointments per physician every month.
Strategy #2 – Increase reach: Expand and digitize access and availability for the modern patient through digital applications and websites that patients use and trust.
Penn Medicine made its EMR implementation and utilization a top priority by utilizing Epic’s scheduling module for existing patients, Epic MyChart. While this solution sufficed for existing patients through its portal, MyPennMedicine, DocASAP provided Penn Medicine, with a tool to draw in new patients and reach patients from diverse digital pathways, such as Google. An online scheduling widget was embedded into the Penn Medicine website so that once patients found the correct physician for their clinical needs, they could book an appointment instantly.
Measurable outcome: 34% of appointments were booked after-hours, adding additional appointments and incremental revenue that the health system would have not realized without the online appointment scheduling system. Additionally, 65% of patients were new patients brought to the health system through DocASAP. Penn Medicine responded to the modern “consumer-patient” by expanding online availability across more access points and more providers, better capturing patient demand.
Strategy #3 – Optimize day-to-day business: Utilize an analytics platform that enables deep insights for optimizing operational processes to better align the care delivery to patient demand.
In utilizing the DocASAP big data analytics platform, the operations team at Penn Medicine is able to measure patient behavior (demand), such as what visit reasons patients are seeking and when patients need an appointment, and match it with physician availability (supply), such as where schedules are blocked and/or showing limited availability. The robust analytics platform identifies mismatches between supply and demand or lost opportunities such as when patients were unable to schedule because the physician was booked and/or patients were unable to schedule because online booking was not offered. This comprehensive analytics tool has allowed the number of bookings to increase by at least 160% annually because the appointment per physician rate more than doubles each year.
Measurable outcome: 50% of appointments are booked within a week which helps fill the empty time slots and indicates that patients seek near term appointments. Since availability is shown three months out and patients are booking within a week, it shows that patients are opting for appointment times that may not be ideal but booking due to limited availability to get in that week. In making this holistic view into available time slots in real-time for the patient, appointment times are filled that would not be otherwise filled, resulting in missed revenue.
Want to learn more about these and other strategies that Penn Medicine used to reform patient access and engagement? Click HERE to read the full case study on how Penn Medicine and DocASAP meet the demand of the modern patient through online appointment scheduling.