Nearly half of respondents (48 percent) to a hospital/healthcare CEO survey say that “patient experience and satisfaction” is among their top three priorities in the next three years.1
Yet Accenture research shows providers falling short in meeting customer expectations in appointment scheduling—the first opportunity to create satisfying patient experiences. As today’s healthcare consumers look beyond clinical care to select doctors, will poor scheduling have big consequences for providers?
To better understand provider scheduling, Accenture made more than 1,000 phone calls to schedule appointments across various specialties in 28 hospital systems in five US metropolitan areas. The experience revealed that providers trail other industries in basic customer service metrics during scheduling:2
1 HealthLeaders Media, CEO Report: Optimism on the Upswing, January 2013
2 Cross-industry averages and best practice benchmarks provided by Benchmark Portal, All Industries Benchmark Report: Best-in-Class Call Center Performance, May 2013