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In the News: Patient Engagement HIT – Patient Appointment Scheduling

Patient appointment scheduling software has been widely adopted by a variety of healthcare organizations, from independent physician practices to national health systems. This type of technology takes the work out of manually slating patient appointments on a calendar and can even automatically nudge patients in advance of their visit to avoid no-shows. Some platforms allow patients to self-schedule online, via a mobile app, or even through a text message. Without this type of automated solution, patients and staff members alike rely on manual, one-on-one phone calls to book doctors’ visits and reschedule or cancel appointments, which can be tedious and time-consuming.

That’s why patient appointment scheduling software has proven especially helpful in recent years while healthcare staff burnout is stretching clinicians and administrative team members incredibly thin. With the right technology in place, these individuals can focus their valuable time on the direct patient care and support that matters most, rather than getting bogged down by easily automated tasks like appointment management. As a result, the patient experience improves. That’s because these individuals aren’t burdened by the inconvenience of dialing into their doctor’s office, navigating a complicated phone tree, or waiting on hold to speak to a scheduler—they can simply access a website, app, or send a text message to manage their healthcare.

Your practice or health system might be asking whether your existing patient appointment scheduling software is meeting the needs of your organization. While there are many factors to consider (such as EHR integration, message customization capabilities, channel flexibility, and more), a user-centered design is a critical consideration. As healthcare-related outreach has become more complex, technology should support all different types of dynamic patient communications. For example, clinic staff don’t have the luxury of waiting for help tickets to be resolved when patient appointments are on the line.

Robert Inman, product manager at TeleVox, expands upon this important topic and why user-friendly interfaces can make all the difference in selecting (or evaluating) a patient appointment scheduling software solution.


To learn more, read the full article here.

“Adopting the HouseCalls Pro platform has endeared us to our operations and executive teams. ACPNY has implemented a variety of automated workflows and over twenty Epic-event-based messages. We also love the self-service capability and on-demand broadcast messaging.”

Venus Jones | Director, Revenue Cycle Systems
AdvantageCare Physicians

“Since adopting HouseCalls Pro to capture real-time, self-reported patient information via SMS and record that in Epic, we have continued to expand the use of automated workflows. The configurability of the system and the service provided has been excellent.”

Anthony Brown | Director, Application Services
Kettering Health Network

“Recently, a whole practice had to move. HouseCalls Pro provides tools that send reminders out, so we didn’t have a time delay to send out customized messages. We didn’t have to wait for TeleVox’s staff to build something. That helped our practice because we didn’t have to reach out to each patient to let them know where the new location was. Reaching out to each person would have cost a lot of money, so TeleVox’s system has saved us a lot of money. Everything ties into the finances. With this solution, we can utilize our time for other things. Our patient turnover would cost us in the long run if we weren’t utilizing the time slots and the follow-up program. Patients have come back, and we have made them aware that they need to be seen for things. The solution has definitely had a positive financial impact.”

Manager | Customer Interview Conducted by KLAS Research About ROI/Cost

“TeleVox’s greatest strength is customer service. When I have questions or need somebody to intervene, I get very good responses from my account manager. That individual is excellent and always checks on us to see whether there is anything they can do.”

Manager | Customer Interview Conducted by KLAS Research About Service and Support

“I really believe in the HouseCalls Pro product, and I regularly engage in networking with other people that use the system. I am a big fan of the platform and the framework on which the platform is built.”

Manager | Customer Interview Conducted by KLAS Research About Technology

The Patient Family Notifications workflow has helped a lot with logistics. Especially since we have limitations on people entering the hospital due to COVID protocols. It has really helped coordinate with rides. Family members drop the patients off and eventually they get the message that their family member is in recovery and know it’s time to head back into the hospital to pick them up. That is very helpful.

Claudia Andrade | Senior Applications Analyst
Cambridge Health Alliance
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