Nicklaus Children’s Health System navigated the complexities of selecting an online appointment scheduling tool tailored to its pediatric population. With a phased implementation approach and careful consideration of multilingual support, technical compatibility, and pediatric-specific needs, NCPS successfully integrated Kyruus Healthcare’s self-scheduling solution. The rollout demonstrated early wins and addressed clinician concerns, paving the way for improved access and efficiency in pediatric care delivery. Monitoring key performance metrics will guide ongoing optimization efforts as NCPS continues to leverage technology to meet the evolving needs of pediatric patients and caregivers.
In the realm of healthcare, selecting the right technology is a nuanced endeavor, especially when catering to specific patient demographics. This was precisely the focus of Nicklaus Children’s Health System when procuring an online appointment scheduling solution tailored to the needs of its pediatric population.
Nicklaus Children’s Health System in Miami serves a predominantly pediatric demographic, with 60 percent of patients covered by Medicaid. Recognizing the intricacies inherent in serving such a population, the patient access team embarked on a quest to find a digital self-scheduling platform to effectively address these complexities.
According to Leigh Bouskila, manager of patient access at Nicklaus Children’s Pediatric Specialists (NCPS), the team found a fitting solution in Kyruus Healthcare’s self-scheduling tool. By adopting a phased implementation strategy, NCPS positioned itself for success while bolstering its call center operations.
Bouskila highlighted the challenges faced by traditional appointment scheduling methods, particularly during peak times when call volumes surge, leading to extended wait times for patients. Despite efforts to optimize call center workflows, it became evident that relying solely on traditional methods wouldn’t suffice.
Recognizing the evolving landscape of healthcare consumerism, with an increasing preference for online self-service options, NCPS acknowledged the need for an online appointment scheduling system. Data from October 2023 indicated that 80 percent of patients sought this functionality, aligning with NCPS’s observations.
However, NCPS understood that implementing such a system would be complex, requiring careful selection to ensure alignment with the needs of patients, clinicians, and administrative staff. Previous studies had shown that many patients were dissatisfied with existing online scheduling options, often being redirected to telephone booking despite seeking digital alternatives.
To avoid falling into these pitfalls, NCPS prioritized several key considerations when selecting a scheduling tool. Chief among these was the necessity for multilingual support, reflecting the diverse linguistic preferences of its patient population. With a significant portion of patients being Medicaid beneficiaries, language options such as Spanish and Creole were imperative.
Moreover, technical compatibility was paramount, with interoperability being a primary concern. Integration with the existing Electronic Health Record (EHR) system, Oracle/Cerner, was essential to streamline administrative processes and ensure seamless data flow between systems.
NCPS also recognized the unique challenges inherent in pediatric care, requiring a scheduling platform capable of accommodating the complexities associated with this patient demographic. From navigating insurance nuances to ensuring proper caregiver authorization, the chosen tool needed to address these intricacies effectively.
After careful evaluationis, NCPS selected a solution that not only met these criteria but also offered a phased implementation approach to mitigate potential challenges. By gradually introducing the new system, starting with provider search features in October 2023 and expanding to self-scheduling capabilities in January 2024, NCPS ensured a smoother transition while allowing for early feedback and adjustments.
The phased rollout not only facilitated adoption but also helped identify areas for improvement and address concerns among clinicians apprehensive about relinquishing control over their schedules. Early successes, such as physicians unknowingly seeing patients booked through the online system, helped build confidence and momentum for wider adoption.
Looking ahead, NCPS remains vigilant in monitoring key performance metrics to assess the impact of the new scheduling tool. Metrics such as new patient intake, appointment attendance rates, and patient satisfaction will be closely tracked to gauge effectiveness and identify areas for further optimization.
Nicklaus Children’s Health System’s implementation of an online appointment scheduling tool marks a significant step forward in enhancing access and efficiency in pediatric care delivery. By prioritizing multilingual support, technical compatibility, and pediatric-specific needs, NCPS has positioned itself to better serve its diverse patient population. The phased rollout approach, coupled with ongoing monitoring of key performance metrics, reflects NCPS’s commitment to continuous improvement and patient-centered care. As the healthcare landscape evolves, NCPS remains poised to leverage technology to meet the ever-changing needs of pediatric patients and caregivers, ensuring seamless access to quality healthcare services.
