Pentucket Medical is a multi-specialty group practice with two busy urgent care sites that provide health care services.
In 2013, they were a top-performing practice, but still struggled with patient satisfaction issues, including:
Now, our patients can not only see how long their wait time will be, but they can sign in to the queue online and essentially avoid the waiting room altogether.
Experity Patient Engagement converted visitors to the Pentucket web properties into patients through reservations made online. Over 50 percent of patients who clicked on a “skip the wait” link made a reservation before leaving the site or visiting a competitor’s site.
Reservations made online grew by 200 percent over a 12-month period, accounting for more than 15 percent of total patient volume.
Breakdown of the percentage of online reservations by device.
Cancellations went from 268 patients to 174 patients over a six-month time period, reducing the cancellation rate by 35 percent. This reduction in cancellations alone accounted for over $25,000 in additional annual revenue.
Pentucket experienced growth in new patient volume from both reservations made online as well as walk-ins. However, patients making online reservations grew at a faster rate.
Additionally, the percentage of returning patients making online reservations was substantial, as shown in the chart to the right. Patients making reservations also smoothed the peaks and valleys in volume, helping to make operations more efficient.