KLAS Research Patient Engagement Platform Feature: Self-Scheduling

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Luma Health was recently featured alongside a plethora of healthcare vendors in a patient engagement platform report conducted by KLAS research, and it’s safe to say that we stood out among our peers in more ways than one. With one customer even referring to Luma Health as a “Swiss Army knife of communication,” we aim to offer solutions that span the entire patient journey, including enabling patient self-scheduling, which allows patients to schedule their own appointments on their own time.

Patient self-scheduling is often a challenge for practices to implement successfully. Largely because providers are hesitant to release their schedules, and because they do not have the technology in place to support influxes of patient requests. However, these factors only contribute further to ever-growing physician burnout. As of 2018, 70% of physicians reported spending over 10 hours a week on administrative tasks; of those, nearly half reported having to dedicate over 20 hours a week. 

“Luma Health respondents using self-scheduling say that after getting past organizational adoption barriers, the tool and the autonomy it brings are big patient satisfiers.”

Adopting Patient Self-Scheduling

Adopting patient self-scheduling, or PS+, as we like to call it, can free up hours of handling incoming calls from patients seeking appointments, as well as potentially decrease last minute cancellations and no-show rates. Our customers expressed great satisfaction with allowing patients to book open availabilities using our platform in their feedback to KLAS research: “Luma Health respondents using self-scheduling speak highly of the tool. They say that after getting past organizational adoption barriers, the tool and the autonomy it brings are big patient satisfiers. Adoption has also allowed organizations to reduce office staff.” 

Within just a month of implementing PS+, 68% of all booked availabilities on average were done through patient self-scheduling. After 6 months, the average increases to nearly 80%, with this rate continuing to trend upwards with time.

For those concerned that PS+ will be unpopular or difficult to use among older patients, we find that this isn’t necessarily the case. While the majority of PS+ users are indeed between 21 and 30 years old, it is still notable that over a fifth of self-scheduling patients — around 22.4% — are above the age of 50. 

We believe self-scheduling is an incredibly powerful tool that not only eases administrative burden from physicians and office staff, but also encourages patients to have a bigger say in their access to care — and our customers certainly think so, too. Be sure to check out our PS+ solution and the rest of our fully loaded patient engagement suite to see how Luma Health can go above and beyond for your practice and patients.

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