This article was originally published in a sponsored newsletter.
Crafting the ideal patient scheduling system in an eye care practice is both an art and a science. Systems and data form the foundation, while daily consistency, flexibility and effective patient communication incorporate the art.
Success in patient scheduling hinges on the synergy between data-driven strategies and adept leadership. You can start tracking the scheduling processes by utilizing whatever initial data is available in your practice management system and then make a tracking sheet with the rest. Typically, you’ll find daily available appointment slots, daily filled appointment slots and daily missed appointments in this initial data.
Next, turn to any scheduling templates you’re using.
Scheduling Templates
Practices that operate without a structured schedule template and lean heavily on administrative discretion for appointments can be at a disadvantage. They often encounter inconsistency and operational inefficiency. If your practice currently lacks a clear scheduling template, you’ll want to define the number of daily appointment slots while leaving room for emergencies or walk-ins. This foundational step will be revisited in a future “Tip of the Week.”
Start Your Day Strong
Are your doctors ready for patients at 8 AM, but patients aren’t in the exam lane until 8:20? A prevalent concern is starting the day behind schedule because the first patient’s experience can dictate the day’s momentum. A smooth start energizes staff, while complications can lead to a domino effect of delays. If your practice has this concern, scrutinize the scheduling of the first patient. Track the differences between the scheduled time and the actual time the patient gets into the exam room and is ready for the doctor.
Use a simple tracking system with columns for date, day of the week, scheduled time, exam type and time entering the exam room. Monitor this data daily for a month, creating separate trackers for each doctor if necessary, and then analyze the patterns. If you find a delay of more than six minutes, these solutions may be helpful:
Preparation
- Establish a pre-visit checklist to confirm patient details and insurance. Any paperwork should be printed and organized before patients arrive.
- Organize patient files a week in advance in color-coded binders for each doctor. If a patient’s insurance doesn’t go through, you’ll have ample time to contact the patient in advance of their appointment. Waiting until the day before, while common, makes problems more likely to occur.
- Confirm appointments with patients through messages or emails. Text the patient the morning of the exam even if you’ve already received confirmation from them. Most find the extra alert helpful.
Staff Readiness
- Ensure at least one team member arrives at least 30 minutes before the first appointment to prepare for the day. Be sure to check messages before the day begins.
- Fifteen minutes before the day begins, conduct a five-minute stand-up team meeting to align the day’s schedule, patient needs and any special considerations.
Smooth Reception and Prompt Service
- Ensure a prepared and attentive team member is at the front desk with files and systems ready when patients arrive.
- Streamline the check-in process by pre-filling forms and minimizing repetitive tasks for patients. Patients will remember you did this for them!
Optimized Scheduling
- Stagger appointments between multiple doctors to reduce wait times. Start one schedule template on the hour, another 10 minutes past the hour and so on for all the doctors in the practice. Managing the schedule in this way reduces the number of patients arriving simultaneously and the time they’ll need to wait.
- Avoid scheduling new patients in the first appointment slot. Consider pairing them with a medical exam to optimize time management. Yes, that's right: Schedule two patients at once. The medical exam will go right in upon arrival, while the new patient can take their time answering questions and going through the pretest process. By the time they’re done, the doctor will be ready for them.
Regroup with Your Staff
- This final step can be hard, but it completes the process improvement cycle. Have discussions to evaluate what worked and what didn’t while you’re tracking your current state and the changes you implement. Regular feedback sessions, whether after each day or during morning meetings, facilitate continual improvement.
By focusing on these strategies, eye care practices can enhance patient satisfaction, establish a rhythm and predictability that starts with the first patient and set a positive tone for the rest of the day.
