Majority of Providers Say Quality of Scheduling is Important Factor for Patient Experience; Nearly Half Say it’s the Most Important


New survey explores provider perspectives on optimizing patient scheduling and communication, technology adoption amid staffing challenges

Three-quarters of providers believe scheduling is an important element of delivering a positive patient experience, and nearly half believe it is the most important, according to a recent primary research study commissioned by Relatient, an intelligent patient scheduling and engagement platform. The research also found that while most provider groups leverage outbound communication technology, patients still rely heavily on human-driven interactions—whether by phone or at the front desk—at a time when the overwhelming majority of executives say they are facing administrative staffing challenges.

The report, based on a survey of more than 350 provider group executives, found that while scheduling and patient engagement technology is widely available to provider groups and that many have implemented some of these solutions, patients have not yet widely adopted them.

Among the findings:

  • Approximately two-thirds of provider groups rely on phone calls and/or use automated phone calls to communicate with patients prior to appointments
  • 60% of provider groups send mass patient messages, and about half send targeted/segmented messages
  • 84% of providers say patients still schedule care with the front desk
  • 73% of patients still call to cancel or reschedule an appointment
  • Only 4% of providers use automated chat

“Provider groups overwhelmingly understand the need for automation and digital tools to improve the patient experience—especially as they face unprecedented staffing challenges. The key for them is identifying and investing in solutions that alleviate staffing challenges while providing an experience consumers will embrace and use,” said Jeff Gartland, CEO at Relatient. “We understand what providers are up against and are committed to providing intelligent scheduling and engagement solutions that not only drive operational efficiencies and increase overall patient encounters, but also set providers up for success with a superior patient and staff experience.”

Staffing challenges impact both staff and patient experience, according to the provider groups surveyed:

  • 35% report negative impact on staff morale
  • 18% report longer wait times for patients
  • 16% report negative impact to patient experience
  • 39% report it takes more than 4 weeks to onboard new staff

In addition, provider groups cited managing provider preferences as the number one driver of patient scheduling challenges. Notably, 86% of executives said their organization still relies on staff knowledge or offline resources to manage rules and preferences—as opposed to leveraging an intelligent scheduling platform.

The survey of 359 individuals in c-suite, executive and other senior positions was commissioned by Relatient and conducted by the Medical Group Management Association (MGMA) in August 2022. The survey was developed to better understand provider perspectives on patient engagement, staffing related to scheduling and access, and other related challenges.

The full report can be downloaded on Relatient’s website.