Preparing for Your Upcoming Doctor’s Appointment: The Relentless Reminders
Attending a doctor’s appointment soon? Brace yourself for the onslaught of reminders via phone, text message, robocall, and email. The frequency and intensity of these communication methods have significantly increased over the years.
The Evolution of Appointment Reminders
Historically, doctors and dentists would leave a courtesy voicemail on patients’ answering machines to remind them of their appointments. However, as technology advanced, medical practices started flooding patients with more notifications, including warnings of cancellation penalties.
Financial Implications
Medical practices face substantial financial consequences when patients do not attend their appointments or cancel at the last minute, leaving empty slots. This loss of revenue can be detrimental to their operations.
Notification Overload
Although automated systems have streamlined the process, they can also lead to a cluttered inbox or voicemail box for patients. With multiple notification systems that do not coordinate with each other, patients may experience notification overload.
The Need for Coordination
Oliver Kharraz, CEO of ZocDoc, emphasized the importance of coordinating these systems for an effective and patient-focused approach. ZocDoc sends three reminders to patients when booking an appointment: one a week before, another a day before, and the final text three hours before.
The Impact on Patients
Despite the increasing number of reminders, Americans are not missing more appointments than before. However, patients may be booking appointments so far in advance that their plans change, leading to cancellations.
No-Show Rates
The financial consequences of a missed appointment vary depending on the resources, staff, and equipment assigned to the patient but not utilized due to a no-show. According to ZocDoc, patients are 4% more likely to cancel with every day that passes between booking and the appointment time.
Improving Communication
Both patients and healthcare providers acknowledge the need to streamline communication. Practices like Northwell Health have started consolidating their notification systems to reduce the number of reminders.
Consolidating Systems and Improving Patient Engagement
Emily Kagan Trenchard, Northwell Health’s chief of consumer digital solutions, believes that endless notifications are not the way to keep patients engaged. Previously, Northwell had five different systems for notifying patients via text, email, and automated phone calls. They are now consolidating these systems and building one synchronized platform to reduce the number of reminders.
A Better Way Forward
Healthcare providers aim to improve their communication methods by consolidating their notification systems and providing a more patient-centered approach. The ultimate goal is to provide reminders that are effective, respectful, and do not overwhelm patients.
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