Self-Scheduling Drives Appointment Volume and Patient Engagement

May 27, 2022

The customer needed to understand how patients found their practice and set up appointments, the efficiency of the patient pipeline conversion, and insights as to where they should focus resources to improve the company conversion rate.

Over the course of the year, with the channel tracking and conversion data, the customer was able to identify and optimize multiple sources for acquiring new patients. Clinic appointment rates combined with BetterHealthcare's booking flow analysis enabled the customer to re-allocate their resource and marketing spend on the best performing channels.


The enterprise customer is an outpatient orthopedic physical and occupational therapy company with 84 locations throughout New York, New Jersey, and Pennsylvania serving as a medical resource to local communities. The customer deployed and utilized two non-integrated BetterHealthcare products, online scheduling and telehealth to 72 clinics from January 1 through December 31, 2020 alongside their EMR.


The customer chose not to integrate BetterHealthcare with their EMR in order to allow appointment requests based on the needs of the patient. The customer chose to prioritize accommodating patients' timing requests and therefore chose to use the non-integrated model. Using the non-integrated product allows patients to request an appointment that best fits their schedule, rather than limit them to available slots on physical therapists' calendars.

If their front office was unable to accommodate an in-clinic visit on the requested date and time, the customer would offer treatment via a video appointment.


By following BetterHealthcare best practices for optimization, the customer confirmed a baseline for their digital channels, realized significant improvements in key metrics, established priorities for digital engagement, and saved time for both their patients and front office staff.