Putting the power of scheduling into patients’ hands

Patient self-scheduling is not new, but adoption rates have increased in recent years as health systems and medical groups seek ways to enhance accessibility, improve operational efficiency and reduce administrative burdens.

Once seen as simply an added convenience, patient self-scheduling may be poised for increased adoption across medical practices.

A Nov. 5, 2024, MGMA Stat poll found that there is still room to grow for patient self-scheduling, as only 11% of medical group leaders report a majority of their patients self-schedule: 

• Most practice leaders (73%) report that 25% or less of their patients use digital tools to schedule.
• 15% said 25% to 50% self-schedule.
• 8% report 51% to 75% self-schedule.
• Only 3% said more than 75% of patients use digital tools to schedule appointments.

The poll had 318 applicable responses.

Many proponents of patient self-scheduling frequently point to a lower patient no-show rate as one of the key benefits of adding this functionality to practices; however, the relative lack of self-scheduling among these poll respondents leaves most practice leaders (43%) reporting they are unsure if patient self-scheduling reduces no-shows, while nearly four in 10 (39%) say “no” and about 18% say “yes.” 

Growth in patient self-scheduling adoption

Over the past five years, the adoption of self-scheduling tools has accelerated, particularly because of COVID-19 pandemic response and the overall growth in self-service apps in consumers’ lives. As in-person interactions became restricted, health systems scrambled to implement digital solutions to facilitate patient access to care, including virtual visits and online scheduling. 

In the years since the height of the pandemic, patient desire for this convenience remains intense. Experian Health’s State of Patient Access 2024 survey found that nearly nine in 10 (89%) of patients said the ability to schedule appointments anytime with digital tools is important; however, only about 63% of providers in the same study had to planned to implement self-scheduling options.

Advantages of patient self-scheduling

1. Consumer convenience

For patients, self-scheduling tools offer unprecedented convenience. Unlike traditional scheduling methods, where patients might wait on hold or need to call within specific hours, digital scheduling is accessible 24/7. Patients can book or change appointments when it suits them, reducing the time spent coordinating their care and fitting it around work or personal commitments. Many self-scheduling platforms also allow patients to see available time slots in real time.

2. Automation and operational efficiency

For providers, digital scheduling streamlines administrative tasks and reduces reliance on front-desk staff for booking and managing appointments. Automating the scheduling process saves staff hours that would otherwise be dedicated to answering phones and manually coordinating appointments. Freeing up staff can redirect resources toward activities that directly improve patient care.

Self-scheduling tools that integrate with EHRs and practice management (PM) systems further enhance efficiency and reduce administrative errors. Automating appointment confirmations and reminders also reduces the likelihood of no-shows and enables practices to monitor appointment availability in real time.

3. Fewer no-shows and increased transparency

Automated reminders and the ability to easily reschedule ensure that patients are more likely to attend appointments or cancel in advance. Studies have shown that the use of digital reminders, typically sent via text or email, significantly reduces no-show rates compared to traditional scheduling systems.

Transparency in scheduling also builds trust with patients. When patients can see appointment availability and select their own times, they feel more in control and satisfied with their care experience. This transparency also helps demystify scheduling processes, which can otherwise seem opaque or confusing to patients.

Evolving trends

In recent years, platforms have begun offering customization options tailored to the unique needs of specific patient populations and provider specialties. For example, multi-location practices can enable patients to select locations closest to them, while specialty providers may offer options for specific visit types, such as follow-up appointments or preventive screenings.

Another emerging trend is the use of AI and machine learning (ML) within self-scheduling platforms. These technologies allow systems to personalize patient experience by recommending appointment times based on historical data or anticipated needs, such as seasonal demand. AI can also help forecast no-shows and suggest alternative times or incentives for patients to adhere to their appointments.

The integration of self-scheduling with telehealth has also gained traction, as patients increasingly expect the option to book virtual visits directly.

Conclusion

Patient self-scheduling has evolved from a convenient option to an integral part of modern healthcare delivery. The advantages of these tools — convenience, automation, reduced no-show rates and transparency — underscore their value to patients and providers. 

As health systems continue to embrace digital transformation, self-scheduling is likely to become a near-universal feature, supported by innovations such as AI-driven recommendations and telehealth integration. 

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Do you have any best practices or success stories to share on this topic? Please let us know by emailing us at connection@mgma.com.