If a patient requests an appointment but one isn’t available, Mayo Clinic uses Epic to learn more about the patient’s needs—for example, an appointment with a specific provider—and adjust resources if needed. After going live with Epic at its flagship hospital, Mayo Clinic tracks nearly every appointment request in Epic, which means they have more data to plan for visit volume and see patients sooner.
When patients request appointments, schedulers use Epic to quickly record details about the request before booking the appointment, such as how the request was received and what provider a patient would prefer to see. Dynamic decision trees use information from the patient’s chart and appointment request to help schedulers book for more specific needs.
The request is queued in Epic so schedulers can find an appointment for the patient if one wasn’t available right away, and managers use a dashboard to see trends such as higher volumes at a specific clinic or time of day. Mayo Clinic is already looking ahead to future enhancements to make appointment requests and follow-up even more efficient with Epic.