Scheduling Tool for Health Clinic
Improving response time for schedulers
The Austin Diagnostic Clinic’s Centralized Scheduling section is responsible for taking patient phone calls and scheduling them for appointments with the majority of more than 150 physicians and mid-level practitioners who practice at ADC.
They faced an efficiency problem. They were using a manual process for keeping up with updates and rules from the doctors. As a result, their average time to schedule patients during a call was higher than their goal.
They needed a better way to manage patient scheduling.
How might we help ADC patients schedule appointments more quickly?
Project Approach
Through research and design we developed a website that would help the department keep information in a central location and improve response times.
Approach
Scope: This was a 12 week project to complete the solution. We were budgeted for one designer/researcher and one developer. While we were provided with access to the centralized scheduling team, we were not able to talk to patients because of HIPAA concerns.
It was important to the client that the department and managers be able to update the site information themselves. This is why we chose WordPress for our final implementation.
Research methods:
- Stakeholder interviews
- Observation
- Scheduler interviews
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