Improving healthcare scheduling with design
Project for:
The Austin Diagnostic Clinic – Centralized Scheduling
In this project, we developed a digital process for managing rules about scheduling for patient appointments.
Using observational research, this project focused on improving scheduler efficiency, replacing paper processes with faster, online searches.
Expertise
Our scope included user research, design and web development. We conducted both stakeholder interviews and an observational study to understand the problem before designing a solution.
Client
The Austin Diagnostic Clinic’s Centralized Scheduling section is responsible for taking patient phone calls and scheduling them with the majority of more than 150 physicians and mid-level practitioners who practice at ADC.
Timeline
This project took 12 weeks, from kickoff through launch of the platform.
Challenge
Improve response time for schedulers
ADC‘s Centralized Scheduling team faced an efficiency problem. They were using a manual process for keeping up with updates and rules from the various medical departments and individual doctors.
As a result, their average time to schedule patients during a call was higher than their goal.
They needed a better way to manage patient scheduling.
Solution
Improve healthcare scheduling with digital tool
Staff members needed to be able to access information quickly.
ADC’s Centralized Scheduling asked Standard Beagle to come up with a solution that would help the department meet its objectives.
Through research and design we developed a website that would help the department keep information in a central location and improve response times.
Impact
The solution became a critical tool
Since the micro-site launched, it remains a critical part of the day-to-day operations at ADC Centralized Scheduling.
Decreased doctor complaints
Prior to the site, providers complained about scheduling errors weekly, but those complaints dropped dramatically.
Reduced departmental costs
The site replaced the need to print dozens of binders weekly for schedulers to track and keep up with changing schedules and rules. As a result, the cost of paper for the department dropped significantly.
Faster scheduling times
Ultimately, the department was able to reduced phone call times by several minutes each because of the tool.
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