Recent studies show that 60% of consumers expect easy online booking options. This shift reflects a growing desire for convenience in healthcare, mirroring the seamless experiences patients have as consumers across other industries. Online scheduling has become a key solution to address this demand, offering benefits for both patients and healthcare organizations.
Jeff Gartland, CEO of Relatient, shared his insights on the topic in a recent interview with Becker’s Healthcare, explaining how self-service tools like online scheduling can simplify care access and enhance the patient experience.
Listen to the full podcast here.
Do Patients Prefer Online Scheduling?
The answer is clear: patients want the ability to schedule their own appointments quickly and easily. Online scheduling eliminates the need for phone calls and provides a straightforward way for patients to find and book appointments. Jeff noted, “If patients can’t book an appointment directly through your website, you’re falling behind.”
For many, convenience goes beyond preference – it influences their decision to choose or stay with a provider. Additionally, online scheduling supports growth by attracting new patients. “Over 70% of patients booking online are new to the practice,” Jeff shared, highlighting its potential as an asset for healthcare organizations.
How Online Scheduling Reduces Friction in the Patient Journey
Traditional scheduling methods often create unnecessary friction for patients. Online scheduling simplifies these interactions by offering:
- Real-time access: Patients can view availability and book appointments, even when the office is closed.
- Fewer delays: Direct scheduling removes the need for callbacks, phone tag or manual confirmations.
- Improved accuracy: Automated systems reduce the risk of scheduling errors and miscommunication.
These benefits create a smoother experience for patients, making it easier for them to engage with their care. Jeff illustrated this with a comparison, “Imagine going to OpenTable or Resy, and instead of just easily booking a table, you have to fill out a form and wait for someone to call you back. That’s how healthcare scheduling often feels.”
By removing these bottlenecks, online scheduling ensures patients can access care when they need it, without unnecessary hurdles.
The Business Case for Online Scheduling
While the patient experience is central, online scheduling also delivers operational and financial advantages for healthcare organizations:
- Maximized provider schedules: Practices using self-scheduling tools often see a 10% increase in provider utilization by filling gaps more efficiently.
- Reduced no-shows: When patients book their own appointments, no-show rates drop by 50%.
- New patient acquisition: As Jeff pointed out in the podcast, online scheduling is particularly effective at attracting new patients, offering a competitive edge in today’s fast-paced market.
These improvements free up staff, reduce administrative workloads, and support more efficient operations – all while enhancing the quality of care delivered to patients.
Do Online Scheduling Tools Work for All Organizations?
One concern about online scheduling is whether it can adapt to the diverse needs of different organizations. Practices like orthopedics, gastroenterology, and cardiology often require more complex scheduling considerations, such as resource allocation, insurance verification, or patient history management.
Jeff explained, “The art is creating systems that address these complexities while delivering a seamless patient experience.” Intelligent tools integrate with practice management systems to handle these specific requirements while maintaining ease of use for patients.
The Next Step Toward Better Patient Access
Online scheduling is more than a convenience; it’s a tool that bridges the gap between patient expectations and operational realities. By simplifying access, reducing manual workflows, and enhancing engagement, it benefits both patients and healthcare providers.
For organizations exploring ways to modernize their approach, online scheduling offers a meaningful first step. To dive deeper into strategies for improving patient access, download our whitepaper: “Modernizing Healthcare Operations: 5 Drivers for Growth in 2025 and Beyond.”
Improve Access and Enhance Care with Relatient
Dash® by Relatient is a intelligent scheduling and engagement solution designed to enhance healthcare access and improve patient care. Recognized as a Best in KLAS solution, we help streamline patient scheduling, manage complex provider preferences, and improve communication. Our features, including patient self-scheduling, automated waitlist management, and personalized engagement, help healthcare professionals run their practices efficiently and ensure timely patient care.
Let’s connect and improve your patient scheduling and communication.
