Direct Scheduling

Here are the myths and facts about direct scheduling:

  1. Patients will book online for a problem that is urgent and this is a safety risk.
    MYTH: Patients are given a disclaimer, much like in phone greetings, to call 911 or go to the nearest emergency room if their condition is an emergency. When a patient books an appointment, a message is sent to support staff and the best practice is to validate the appointment in advance.
  2. Patient misuse of booking will result in losing control of my schedule.
    MYTH: Physicians have the same amount of control over their schedule that they have always had, the process is just different. Bookings are at the direction of the physician, except for urgent care, and those are pre-specified ahead of time. Clinical group and department leadership discuss and decide on how to template the schedule.
  3. Online booking reduces no-shows.
    FACT: At MGH practices that offer direct scheduling, the no-show rate for self-booked appointments is 3% compared to 6% for practice-booked appointments.
  4. Patients don’t want to book online; they prefer to talk to someone when scheduling.
    MYTH: By the end of 2019 in the U.S.:

    • 66% of US health systems will offer self-scheduling
    • 64% of patients will use self-scheduling
    • 38% of appointments will be self-scheduled, effectively shifting away from telephones for patient appointment scheduling
  5. Patients scheduling appointments will likely be more candid when entering the reason for their visit.
    FACT: In self-service web-based appointments, patients’ own descriptions of the reason for visit are often more detailed. Patients may be uncomfortable or unable to vocalize certain symptoms (e.g., sexual health problems) to the scheduler over the phone or in person. Patients may be more candid when they schedule appointments for themselves online.
  6. Direct scheduling will require that I see more patients than I do now.
    MYTH: Direct scheduling is for established patients, not new patients, and so you will see the same number of patients that you have always seen. Direct scheduling allows patients to book their follow-up appointments themselves, reducing work of our scheduling staff. The MGH/MGPO Ambulatory Management team works with practices and providers to determine what appointment types and slots will work best for you and your patients.