Implementing an overbooking service in healthcare

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The issue of increased patient numbers started even before the global pandemic. However, once the pandemic hit, it truly showed how overbooking can quickly become a huge problem. A large number of patients all trying to get an appointment at one clinic is going to cause a lot of problems. Therefore, healthcare service providers are looking to mitigate the issue of a large number of patients by implementing overbooking services. In this article, we are going to take a look at the most efficient ways of implementing overbooking services and why appointment services are important.

The reasons for overbooking services

As we have mentioned at the start of this article, overbooking can be a real problem. An increase in patient numbers can really put a huge strain on healthcare service providers. To combat this, healthcare services providers have started using overbooking services to reduce the number of no-shows. No-shows refer to missed appointments and absent patients. Appointment overbooking can really enhance the effectiveness of healthcare service providers. As we all know, if there are more patients showing up than expected, then the waiting time increases greatly. Appointment overbooking increases the accessibility of medical services for patients. It does this by reducing the time between the date of calling for an appointment and the appointment date.

The problems of no-shows

So, we have mentioned no-shows and the fact that they pose a problem. Let's take a closer look at why this is the case exactly. No-shows, or patients who do not show up for their appointments, reduce the effectiveness, productivity, and management of healthcare service providers. Furthermore,* they increase costs and limit patient access by reducing effective clinic capacity*. Resolving the issue of no-shows is crucial for healthcare service providers. Let's now take a look at some of the more innovative, new overbooking and no-show solutions for healthcare service providers.

The use of digital platforms and services

There is no doubt that the world of healthcare is slowly moving towards bigger and bigger digitalization. Online services are being implemented more and more in healthcare systems around the world. The use of digital services and platforms, however, can also help tremendously with overbooking issues. Technology is constantly developing and so are the services provided by these digital platforms. These digital services and platforms are designed to make it easier for healthcare services providers to communicate with their patients. They also allow patients to reach their healthcare service providers in a more convenient and faster way. Both doctors and patients are becoming more accustomed to using these services.

Implementing a confirmation service

One concrete service for managing overbooking in healthcare would be a confirmation of appointments service. By implementing a proactive confirmation service, healthcare service providers can allow their patients to manage and remember appointments or shifts with the added possibility of rescheduling if necessary. So, patients can gain valuable information about their healthcare services providers from the comfort of their homes by using their phones or computers. So, how does it work? Well, when a reservation is made, a confirmation process is automatically triggered. The texts are sent to the patient through WhatsApp, E-mail, or SMS, for example. The process begins with an omnichannel dialogue. It is there to remind them of the upcoming appointment and patients can confirm it. By confirming it, healthcare service providers know that the appointment time is taken and that the patient will show up.

More importantly, healthcare service providers gain an increased conversion of medical appointments, exams, and treatments. What does this achieve exactly? Well, it allows them to reduce absenteeism, improve productivity, and improve operational planning. In addition to this, since the patients can get the needed info from their phones or computers, they can receive it in a timely manner. This is a great advantage over call centers where patients may have to way, get switched from one agent to another, and so on. Furthermore, these kinds of services work 24/7 and that is something call centers cannot do. Therefore, these services reduce the saturation of the inbound services of the clinics.

As we can see, with the implementation of digital, confirmation of appointments services, patient contact is more effective, faster, and their experience is overall, a lot better and more enjoyable. In addition to this, there is less dependency on personnel. Of course, a large benefit is also the handling of the overbooking problem that these services provide.

Tracking absent patients and managing blocks

To really handle the problem of no-shows, healthcare service providers need to also focus on tracking absent patients. That is, patients have to be notified of rescheduling options so that they do not miss their appointments. A service that aims to notify and re-schedule the patient when the consultation does not take place, can greatly help with overbooking. This service essentially offers patients future appointments and they can then confirm or decline. So, for example, service will automatically send a message to the patient when he or she does not attend his medical appointment or scheduled event. Patients can receive these automatic messages through e-mail or WhatsApp for example. The message is, of course, short, concise, and clear, and offers the patient to reschedule.

Overbooking solutions for healthcare - In summary

So, in summary,y as mentioned at the beginning of this article, overbooking poses a huge threat for healthcare services providers all around the world. However, there are innovative digital services that can combat overbooking issues efficiently. By tracking absent patients, allowing them to confirm appointments, and managing medical blocks and reschedules, health care service providers are capable of handling no-shows and increased patient number problems.