But while we regularly practice drills to prep for severe weather and set communication plans in place in case of evacuation, rarely do we prepare for how to access health care when disaster strikes our neighboring communities.
To alleviate the disruption of being forced to evacuate, health-care providers are using solutions such as online appointment scheduling to not only provide quick access to doctors, but also to help those needing onsite medical attention easily identify available local providers that match their specific medical needs. Using tools that offer instant access to information enables patients to continue making informed health-care decisions despite being away from familiar providers and having no knowledge of area resources.
Access solutions like online appointment scheduling (OAS) are becoming especially critical for urgent care. Patients with sudden medical needs can see which location has the most availability, locate an urgent care center nearby and check in online, reducing wait time at the clinic and reducing the time it takes to access much-needed care.
Accessibility solutions don’t just help patients. Providers also benefit by gaining crucial visibility into patient behavior. By capturing data on what’s being booked, when and how — and running analytics in real time — providers can align staff skills to patient needs and adjust staff volumes and workloads.
Online appointment scheduling has been shown to reduce no shows by 35 percent, meaning providers can more readily rely on appointments booked to show up, while simultaneously staffing for walk-ins — optimizing resources and improving patient experience. This reassurance that patients will show up is extremely beneficial in chaotic situations with new patients coming in from disaster-stricken areas in unknown volumes.
Rather than spending time calling and on hold, OAS solutions allow patients to book appointments on nearly any digital channel, even during off hours. During emergency situations, using a digital channel is especially key, since patients may only have access to a mobile phone. In some cases, they may not have power or the ability to easily recharge devices, making the ability to easily and quickly book appointments even more critical.
OAS not only offers patients a quick access point, it also provides them with all the information needed to book the right appointment — including available appointment times, accepted insurance plans, doctor specialties and nearby locations. Additionally, health-care providers can send follow-up confirmations or questions via text or email, enabling patients to manage every aspect of their appointment simply from their mobile device.
Comfort amid disaster
With an OAS solution, providers can reduce patient stress and alleviate concerns by providing automated notifications across different communication channels. Notifications such as emails, calls or texts can be used to confirm appointments, send reminders or even offer up relevant information.
Provider alerts can be set up to offer information on unexpected closings, re-openings, changes in appointment times or simply to say, “we’re open and accepting patients” — helping those in crisis mode understand their options and offer peace of mind. Proactive alerts also help providers manage inquiries so they can reduce the possibility of turning people away or conversely, sitting empty.
In times of disaster, these tools become critical in providing convenient patient/provider matching, improving patient experience and helping health-care systems adjust their staff and schedules to continue running smoothly during times of influx while providing the best possible care to all patients.
About the author
Puneet Maheshwari is the founder and CEO of DocASAP. He was inspired to create an online scheduling solution when he experienced scheduling challenges firsthand while helping family members access care. His goal is to simplify access and enhance patient engagement by intelligently matching patients with optimal care providers across pathways that patients trust and use.
