Central Scheduling System Development for Healthcare

This document is a case study detailing the implementation of a central scheduling system for a nationwide healthcare system facing significant patient accessibility challenges. The client, with over 100 locations, experienced a high abandonment rate of calls, with more than 60% of calls either going unanswered or to voicemail. The study outlines the challenges faced by local staff, including budget constraints and talent shortages, which hindered their ability to respond to patient calls. The solution involved Connext staff answering these calls, taking messages, and updating a central message board for in-office staff to follow up. The case study presents the results of this implementation, highlighting improvements in call answering rates, tracking, clinic efficiency, and overall patient experience. Additionally, it notes a decrease in call abandonment rates to below 10%, along with enhanced clinic revenue, demonstrating the effectiveness of the central scheduling system.