UCSF Health’s Seeking Care Patient Experience Team introduced web self-scheduling to improve fragmented workflows and streamline the process of seeking care from a cancer specialist.
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UCSF Health’s Seeking Care Patient Experience Team introduced web self-scheduling to improve fragmented workflows and streamline the process of seeking care from a cancer specialist. Patients now have the option to conveniently self-register and schedule appointments through 2 distinct models: direct scheduling of a new-patient appointment or use of a navigator-led intake appointment. This innovative self-scheduling approach improved the patient experience and contributed to cancer service line growth. Read more about this initiative in “The Evolution of Patient Empowerment: Self-Scheduling New Patient Consultations” in the Volume 39, Number 4 Oncology Issues.
“A lot of our stakeholders felt that patients would not be capable of accurately self-scheduling. [We found] that is not true. We were able to design simplified decision trees for patients to help them have high accuracy selecting the right practice and provider.” —Laurel Bray-Hanin, MA
“Almost 50% of the patients who used our online self-scheduling did so outside of traditional business hours…in evenings and weekends. That's the time when they're able to deal with their medical care. And I think that's pretty striking because typically our call centers and staff who might respond to messages are not available during those hours.”—Laurel Bray-Hanin, MA
Guest:
Laurel Bray-Hanin, MA
Vice President and Chief Operating Officer of Cancer Services
UCSF Health
San Francisco, CA
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The views and opinions expressed herein are those of the author(s)/faculty member(s) and do not reflect the official policy or position of their employer(s) or the Association of Cancer Care Centers.
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