Having worked in a hospital on all those exact problems, s/w isn't a solution. Patient's time == $0 is part of the design.
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Replying to @BRIAN_____ @sleevi_
Agreed, it is not considered, but it can be and I suspect automation is part of the solution.
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if a personal trainer can remind their customers about appointments and let you reschedule online ...
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I don't see why hospitals dont do that and more.
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Reminder automation is a feature any office can buy already. Scheduling is a triage exercise, not first-come-first-serve.
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Replying to @BRIAN_____ @sleevi_
I am curious now, maybe I just need new doctors; sounds like you think the "system works fine as it is".
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(BTW I worked in healthcare too) but what gets me is that was over 20 years ago and my experience today is the same.
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Regarding appointment reminders, it is a QoS issue. We get about ~3 reminders prior to visit for baby's pediatrician.
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Replying to @BRIAN_____ @sleevi_
So I wouldn't say that fixing the flow would be just about experience and not QoS.
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Software costs money. Overbooking by 10% to cover the 10% of people who forget appointments doesn't cost money directly.
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The hard part of the sales is convincing them that the software is better (usually more profitable) than more overbooking.
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