Book patients with the right provider
New patients at a multi-provider urology group were regularly booked with a urologist who did not treat their condition. The clinic now asks its own qualifying questions once the appointment is booked, so a mismatch is caught before the patient arrives.
The patient's indications do not match the booked provider. Reschedule immediately.
Clinical Challenge
A urology group came to us because their new patients kept landing with the wrong provider. Their centralized appointment schedulers often book patients correctly into the urology department, but with the next available urologist. Specialty clinics like urology have practitioners that specialize in specific conditions and procedures. When a patient is booked with a specialist, it's important that the patient has the conditions that the practitioner specializes in or the appointment is a waste of time for the patient and resources for the clinic.
In this particular urology clinic, appointments were regularly booked with the wrong practitioner, which resulted in a surge in patient complaints and a drop in specialty-related procedures. Not only was morale sinking amongst practitioners from not being able to help those who needed them most, but the clinic was losing a lot of revenue from surgeries and procedures that were not being performed.
Impact
The right patient waits longer
The specialist’s schedule fills with patients they cannot help, so the patients who need that expertise sit further back in the queue.
Fewer procedures
The urologist who performs the procedure does not see the patient until weeks later, if the patient comes back at all.
Angry patients
A day off work, a drive for some, and the visit ends with another appointment instead of a plan.
“I want to see the patients I can actually help. Some days there is only one.”
Surgeon, multi-provider urology group
Clinical Solution
The clinic had already tried training the schedulers, and the bookings did not improve much. So the urology team and EVAL built a pre-qualification screener together, using the questions the urologists themselves ask, and configured EVAL to send it to the patient as soon as the appointment is scheduled. Clinical staff receive the results, are alerted to appointment issues, and handle the reschedules themselves.
The appointment is booked
Centralized scheduling books the next available urologist on Friday without pre-qualifying the patient to the provider.
The assessment goes out by text and email
Every patient with an upcoming appointment is scheduled to receive the clinic’s pre-qualification assessment.
Please complete this before your appointment on Friday.
me.eval.health/a2c4f6
The score flags a provider mismatch
The pre-qualification assessment determines which providers are eligible for the patient. If the booked provider is not one of them, an alert is raised.
The patient's indications do not match the booked provider. Reschedule immediately.
Clinic staff are alerted and reschedule
Clinic staff receive an urgent alert for each mismatch, and can review every patient's result on one dashboard.
Every patient is with the provider who can treat them
The urologist opens the visit already knowing what the patient came in for and ends it with a treatment plan.
“Dr. Doe knew exactly what was going on with me. She had already reviewed everything before I sat down, answered every question I had, and we started treatment that same week.”
What's your clinical challenge?
Bring us the workflow that is costing your clinic time, and we will partner with you to find a solution that works for your team.
Discovery call
We meet with your team to learn the challenge first-hand, then map where the workflow breaks down and what it is costing the clinic.
Solution proposal
EVAL designs a digital workflow that solves the challenge and returns with an implementation plan and the outcomes to expect.
Clinical pilot
Run the solution with one provider group to confirm it works as intended, then adjust as it rolls out to the rest of the clinic.