This document outlines the current process for scheduling appointments and lab work at a hospital, which involves patients calling in and providing their information to schedulers multiple times, being placed on hold, and schedulers manually entering the information. It suggests allowing patients to enter their own information and schedule appointments online for a more streamlined experience.

1. An example of patient experience innovation : scheduling
Parent calls to
schedule apt
Parent calls to
schedule apt
Placed on hold,
calls back
Speaks to
scheduler. Provides
information,
Insurance
Parent calls to
schedule lab
work
Speaks to
scheduler. Provides
same information
Scheduler manually
enters information
Scheduler manually
enters information
Parent enters info
into schedule
Parent enters info
into schedule
Parent goes online to
schedule 2 appointments and
gets electronic confirmation
As-Is:
How Hospitals Schedule
As-Isn’t: How Patients Want to Schedule