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Could healthcare organizations be doing more to open their digital front door? According to a 2024 study by HIMSS researchers, hospitals that embrace digital technology see stronger patient experience outcomes. This aligns with Experian Health's most recent State of Patient Access (SOPA) survey, in which patients and providers agreed that patient access had improved thanks to digital technology. Adoption of digital health technology accelerated in response to COVID-19, as healthcare organizations sought to manage demand and facilitate “contactless” access to care. Telehealth, mobile apps and patient portals gave patients more control over their health while allowing providers to deliver more personalized and efficient care. With over half of healthcare providers and nearly a third of patients acknowledging improvements in access since before the pandemic, it's clear that offering more digital options is a powerful strategy to improve patient engagement and streamline access. Progress is encouraging, but there are always opportunities to do more. What is healthcare's digital front door? Healthcare's “digital front door” includes all the digital channels through which patients access care, such as websites, patient portals, mobile registration and payment apps, telehealth platforms and online scheduling tools. The goals are to create convenient and user-friendly entry points for patients to engage with their providers, use online tools to expand access, improve patient satisfaction, and increase operational efficiency. Why a digital front door is crucial for healthcare providers When asked why they believe patient access has improved since before the pandemic, the top four reasons given by patients all relate to scheduling and registration processes: Being able to see a doctor quickly (72% agreed) Checking in and registration (61% agreed) Scheduling appointments (58% agreed) Finding appointments that work with their schedule (57% agreed). In other words, patient access improves when providers open the digital front door. Alex Harwitz, VP, Digital Front Door, at Experian Health, explains that for providers, this equates to two major benefits: 1. Improves patient engagement Harwitz says that putting access in the hands of patients gives patients more flexibility and choice about how and when they book appointments, fill out registration forms and pay for care. “There's a growing demand for easy, accessible healthcare, and opening the digital front door is how we meet it. Digital tools use automation and data analytics to create a more personalized and convenient patient experience, making it easier for patients to remember appointments, adhere to treatment plans and manage their financial obligations,” he says. “That's huge for busy households. The to-do list just got a lot shorter, so it's easier for them to engage.” 2. Streamlines patient access A second key benefit is reducing friction and bloat in patient access workflows. Harwitz says, “By expanding their online offerings, providers not only make it easier for patients to see their doctor sooner, but they also reduce demand on front office staff. Self-service options, performance reporting and data insights allow providers to allocate resources more effectively. It’s about making sure everyone gets the right support at the right time, whether that's online or in the office.” Getting the patient journey off on a strong footing also pays dividends throughout the rest of the revenue cycle: with fewer errors and faster throughput, collections and claims management improve, too. Read more: How patient access technology is transforming the healthcare revenue cycle Key components of a digital front door As more providers offer online patient access, competition for the digital front door is increasing. With 60% of patients looking for more digital and mobile options to meet with providers, schedule appointments, and manage bills and payments, these would be smart areas to prioritize for a competitive advantage. Here's what that might look like: 1. Cut paperwork and calls with self-service scheduling and mobile registration It should come as no surprise that a vast majority of patients say they do not like repetitive paperwork. Online and mobile-enabled scheduling and registration reduce form-filling and lengthy calls. For example, Patient Schedule gives patients a platform to book, cancel and reschedule appointments with ease, anytime and anywhere. Appointments are matched to patients' needs so no slots are wasted and patients see their doctor sooner. Mobile registration increases bookings further. With Registration Accelerator, patients receive a text that prompts them to scan their identity and insurance cards, so they don't need to wait in line to fill out forms. Validating their data from the start also improves billing accuracy and reduces the risk of downstream denials. 2. Make it easier to pay for care Simplifying the financial experience is a major component in opening the digital front door. Patients are worried about the cost of care and say that having accurate price estimates before treatment helps them plan for bills. With Patient Payment Estimates, providers can give patients accurate, upfront estimates of their out-of-pocket costs, while tools like Patient Financial Clearance can help direct them to appropriate payment plans. It's also important to make the actual payment process as straightforward as possible. Accepting payments 24/7 from any device allows patients to pay promptly and helps providers avoid bad debt. Checklist: 5 patient-friendly billing practices to accelerate collections 3. Communicate clearly for a great first impression At its core, opening the digital front door is about creating a welcoming first impression for patients. Patients don't want confusing instructions or radio silence when they have questions. They want proactive, helpful and clear communications. One of the benefits of digital tools is having the data and automation capabilities to send patients timely and personalized messages and reminders using their preferred channels. They can also drive targeted outreach campaigns using text messages and interactive voice responses to encourage patients to book appointments and make payments. The future of healthcare's digital front door These are just a few examples of how providers can expand their digital offerings to make it easier for patients to access care. But what will the digital welcome mat look like in the future? Advances in artificial intelligence, digital apps and wearable tech will transform the way patients interact with their providers. Hockey-stick growth in data generation will make data security and interoperability non-negotiable. It's a big ask of providers. Partnering with an expert third-party vendor will help digitally forward organizations remain responsive and adaptable. Find out more about how Experian Health helps providers open their digital front door with mobile scheduling, registration and payments.

Surprise tends to magnify human emotion. If the surprise is positive, a person's reaction to it will be intensely positive. If it's negative, it will be extremely negative. Such is the case with unexpected medical bills, and that's one reason why the No Surprises Act was passed in 2021. It aims to protect consumers from unexpected bills for out-of-network care in both emergency and non-emergency settings. Thanks to the Act, U.S. healthcare organizations must now provide transparent details of the estimated costs of their services – otherwise known as patient estimates. And, so far, it's working. One 2023 survey by Blue Cross Blue Shield and AHIP shows that "The No Surprises Act (NSA) prevented more than 10 million surprise bills in the first nine months of 2023 — continuing to protect millions of Americans from crippling medical bills each year." And as insurance deductibles and out-of-pocket expenses continue to rise, patient estimates are becoming even more critical. Experian Health's State of Patient Access Survey 2024 shows that both patients and providers would like to see improvement in the accuracy of patient estimates. Surveys show that 4 in 10 patients say they spent more on their healthcare than anticipated, and nearly one-quarter received surprise bills after treatment. Creating service transparency takes an effort, but there are also hidden benefits for providers. With medical debt skyrocketing past the $220 billion mark and the cost of care increasing, patient estimates apply much-needed rigor to healthcare billing and collections practices. Why are patient estimates important? Pricing estimates enhance the healthcare experience by making the financial responsibilities of treatment more transparent and more manageable. The benefits for patients include: Understanding potential treatment costs, allowing them to plan and avoid unexpected expenses Making informed decisions about their healthcare options by comparing the costs and benefits of different treatment plans Fostering transparency and trust between healthcare providers and patients Better coordination with insurance providers so they know what will be covered and what will be an out-of-pocket expense Reduced financial anxiety, allowing patients to focus more on their recovery and less on potential financial stress Increased cost awareness and acceptance, prompting them to comply more readily with treatment plans and not cancel appointments Providing a price quote empowers patients while creating a more efficient healthcare system of services rendered and payments received. Why are patient estimates useful prior to treatment? It's better for patients, and the healthcare system as a whole, if patients are more focused on healing and self-care than the stress and anxiety of an unexpected medical bill. If they know what's coming, patients can take control and make plans to alleviate any financial turbulence. In the case of planned care and procedures, pre-treatment cost estimates also allow patients to shop around for the best balance between service and price. In addition to helping patients make smarter treatment choices and financial decisions, patient estimates also help people understand, navigate and coordinate their insurance benefits. That also helps them avoid medical billing surprises that can later lead to collections and damage to their credit scores. How do patient estimates help providers? In today's healthcare landscape, where value and patient experience are key factors in reimbursement, transparency has become crucial in four ways: More satisfied patients: Estimates build trust and patient and provider relationships. This trust is essential for effective communication and patient satisfaction and can help reduce patient churn. Better adherence to treatment plans: Patients aware of the financial implications are more likely to stick to their treatment plans and follow through with necessary procedures and lifestyle changes. Adherence leads to better health outcomes and a more efficient treatment process. Better resource management: Knowing each patient's expected costs and required resources allows providers to allocate and schedule resources more effectively. Improved revenue flow: Pricing estimates at the front end of the medical journey establish upfront financial accountability, which can lead to providers being paid more quickly. As healthcare costs rise, improving price transparency is a win-win for both patients and providers. Patients want clear, upfront information about treatment costs, insurance coverage and payment options so they can plan ahead with confidence. When providers make this process smoother, it benefits everyone—saving time, reducing stress, and making things more efficient. Plus, it can help avoid those tough conversations when patients are caught off guard by unexpected bills. Providing the right information from the start creates a more positive experience for everyone involved. Technology can help create accurate patient estimates Experian Health's Patient Estimates tool makes price transparency and providing accurate estimates easier. This solution leverages real-time data, including insurance coverage, payer contract terms and provider pricing, so that everyone knows exactly where they stand before the service is rendered. Patients can focus on getting well while providers create the accountability they need to get paid promptly. With the right technology, patients and providers can come together in a mutually beneficial and less stressful encounter that leads to better relationships and better health. Contact us to learn how Experian Health can help your healthcare organization empower patients with clear, accurate cost estimates to enhance transparency, build trust and improve overall care satisfaction. Patient Estimates Contact us

Convenience, speed, and control are the triad of better patient experiences. Experian Health's 2024 State of Patient Access survey showed that 89% of patients want to schedule their appointments online or on a mobile device. Today, patients expect provider scheduling, registration, and other administrative tasks to match the convenience of their typical online shopping experience. However, too many patients face obstacles when booking appointments and accessing care. With more than 6 out of 10 patients saying they would switch to a provider that offers a patient portal, making digital channels available is now a baseline requirement for providers seeking to improve care delivery. Patients want a digital front door that circumvents the inconvenience of traditional call center booking systems. Self-service patient scheduling software helps providers keep pace with patients' digital demands. But the case for scheduling software goes beyond these expectations, offering real benefits for patients and their doctors. Here are 8 reasons to use online scheduling to benefit both patients and providers: The benefits for patients 1. Patients enjoy the convenience and accessibility of online scheduling Online appointment scheduling provides unparalleled convenience and accessibility for patients. These solutions allow them to schedule their appointments anytime, without being constrained by office hours. This flexibility benefits individuals with demanding work schedules, family responsibilities, or other commitments. The user-friendly interface of online scheduling platforms enables patients to quickly navigate the system, select their desired service, and book an appointment without any hassle. Additionally, remote access means that patients can schedule their appointments from any device with internet connectivity, whether at home, work, or on the go, eliminating the need for physical visits or phone calls. 2. Patients can experience reduced wait times and greater access to care Nearly 8 in 10 patients who say they're unhappy with their provider experience cite the speed at which they see their doctor as a big frustration. By using online appointment scheduling, patients can significantly reduce their wait times. They have immediate access to the real-time availability of appointment slots, allowing them to choose the most convenient times without waiting for a receptionist to check the calendar. The streamlined booking process minimizes the back-and-forth communication typically required when scheduling via phone, leading to quicker confirmation and less time spent coordinating. Patients who need to reschedule can easily do so online, viewing available slots and selecting a new time without delays. 3. Patients can schedule anytime and from anywhere One of the most significant advantages of online appointment scheduling is its 24/7 availability. Patients can book appointments anytime, including evenings, weekends, and holidays. This flexibility primarily benefits those who find making calls during standard office hours challenging. With the ability to address their scheduling needs instantly, patients can book or change appointments whenever it is most convenient for them. Additionally, for practices serving patients in multiple time zones, online scheduling ensures everyone can book appointments at a time that suits them best. 4. Online scheduling provides immediate confirmation, reducing uncertainty and the need for follow-up Online scheduling provides patients with instant confirmation of their appointments, offering real-time updates that reduce uncertainty. Once an appointment is booked, patients receive immediate confirmation, often via email or SMS, which helps to alleviate anxiety and ensure they know their appointment is secured. Many online scheduling systems also offer automated reminders via email, SMS, or app notifications to help patients remember their appointments and reduce the likelihood of missed visits. This instant confirmation and reminder system also reduces the need for administrative staff to follow up with patients to confirm appointments, freeing up their time for other tasks. The benefits for providers 5. 24/7 self-scheduling increases appointment bookings and reduces no-shows One of the major challenges healthcare providers face is the issue of patient no-shows. According to the Medical Group Management Association (MGMA), the average provider no-show rate is 5% to 7%. The cost to healthcare providers is around $150 billion annually. Yet there is growing evidence that allowing patients to conveniently and quickly schedule, cancel and reschedule appointments decreases no-shows, which is money in the bank for providers. Studies at the Mayo Clinic and Johns Hopkins showed that the percentage of appointments kept increased when patients scheduled their visits online. Automated reminders and confirmations are integral features of online scheduling systems that help mitigate this problem. By sending reminders via email, SMS or app notifications, these systems ensure that patients know about their upcoming appointments. These reminders reduce the likelihood of patients forgetting their scheduled visits, decreasing missed appointments. Fewer no-shows translate to more consistent patient flow and better utilization of the provider's time and resources. 6. Digital scheduling reduces pressure on staff The convenience factor extends beyond patients. Self-scheduling platforms also improve efficiency and ease the burden on call center staff. Experian Health's “Short-staffed for the long term” report showed that 73% of providers say finding staff is challenging. As the chronic staffing crisis continues, providers should look to automated solutions to remove bottlenecks, increase capacity and improve the experience for call center staff. After partnering with Experian Health, Indiana University (IU) Health found that automated self-scheduling helped them do more with fewer staff while engaging patients. They stated, “Self-scheduling does the work of two full-time schedulers.” Of the patients who used the online scheduling tool, 87% arrived for their visit. Patient appointment scheduling software offloads call volumes and cuts call times in half. It also gives providers control over their calendars while integrating seamlessly with electronic medical records and practice management systems. Providers can also use these solutions in parallel to patient intake software to help accelerate registration, saving even more valuable time and resources. 7. Embracing digital scheduling gives providers a competitive edge Getting patient scheduling right is crucial to patient acquisition and retention strategies and is increasingly vital as patient volumes fluctuate. Making a strong first impression with easy self-scheduling is more likely to attract new patients and gives providers a competitive edge. Online appointment scheduling systems allow healthcare providers to manage their schedules more effectively. Providers can easily view and optimize appointment slots, ensuring effective time utilization. These features improve workflows and productivity as providers can balance their schedules to avoid overbooking or underutilization. Additionally, the ability to analyze scheduling data can help providers identify peak times and adjust their staffing and resources accordingly, further enhancing operational efficiency. In a competitive healthcare market, staying ahead of the curve with advanced technology solutions like online scheduling is crucial. Providers who embrace digital scheduling not only improve their operational efficiency and patient satisfaction but also position themselves as leaders in the industry, attracting tech-savvy patients who seek modern and convenient healthcare services. 8. Patient scheduling software can protect against the unexpected A final reason to embrace patient scheduling software is to future-proof scheduling capacity against unforeseen events. During the COVID-19 pandemic, flexible self-scheduling tools helped providers maintain operational stability as patient numbers surged with each new wave of infections. In a climate of chronic staff shortages, augmenting employee numbers is challenging and can be impractical to manage during periods when patient volumes subside. Patient self-service software is a DIY solution patients want, and providers need to stretch staff efficiency and work smarter. Today, these tools continue to improve, and providers increasingly rely on them to meet patient needs. A 2024 survey showed that 60% of patients want more digital tools to manage their health. Patient scheduling software gives patients the self-service experience they're accustomed to with 24/7/365 online appointment scheduling. New uncertainties will always be on the horizon, but with the right digital patient scheduling software, providers will be well-positioned to face whatever's next. Learn how Experian Health's patient scheduling software can help healthcare organizations meet patient expectations, improve operational efficiency and prepare for future patient scheduling demands.