Case Study The MetroHealth System
The MetroHealth System sought to reduce no-show rates and staff telephone times by introducing a primary and specialty care appointment scheduling system online using their patient portal. The transition to online scheduling required customized strategies to meet each area’s unique needs.
Huron provided a complete assessment and split implementation into primary care and across 20 specialties, incorporating new processes into MetroHealth’s existing scheduling system. A standardized pilot and rollout process as well as standardized online scheduling workflows provided a shared foundation that allowed each specialty to focus on their unique needs.
As a result of the engagement, primary care visits scheduled online had 14% fewer no-shows. There was also a 5% reduction in specialty care no-shows.
“The Huron team brought outstanding technical, operational, and leadership skills to the table, and allowed The MetroHealth System to move forward on initiatives that we would not have been able to do on our own,” said Dr. David Kaelber, chief medical informatics officer, The MetroHealth System. “They also enhanced our staff learning experience, allowing us to easily take over ongoing maintenance once the engagement ended.”Download Now