Cedars-Sinai’s Breakout Results With Self-Scheduling

As the demand for self-service continues to grow across industries, self-scheduling has become a patient expectation in the health sector. Online self-scheduling allows patients to find and book healthcare appointments at their convenience. This service model saves tremendous time and resources for hospitals that have previously relied on staff to schedule appointments. However, not all patient scheduling solutions are equal. How can stakeholders create a dynamic scheduling system that prioritizes patients?

Christina Valls is the Associate Director of Product and Enablement at Cedars-Sinai, the largest non-profit hospital in the western United States pioneering innovative patient care. She stresses the importance of a defined strategy in achieving the benefits of the self-scheduling initiative she led. Christina and the Cedars-Sinai Medical Center team pivoted by tackling the entire patient journey while maintaining the business imperative of the project. As a result of this strategy, the hospital has seen a record-breaking increase in appointments and new patients, with a 14% drop in average daily call volumes.

In this episode of For the Better, host Ben Cash welcomes Christina to discuss Cedars-Sinai’s breakout results with self-scheduling. Christina highlights the importance of a consumer-centric approach to self-scheduling initiatives, navigating the challenges of digital health transformation, her team’s plan for the future, and the value of change management principles in a healthcare setting.

Here’s a glimpse of what you’ll learn:

Christina Valls on Cedars-Sinai's shift to a consumer-centric self-scheduling approach
Highlighting the benefits and competitive advantages of a project to convince stakeholders
The importance of physician champions and user testing in a self-scheduling initiative
How Christina’s lean management experience impacted the project’s success
Partnering with operations directors in implementing new processes
Consumer-centric best practices to improve patient experience
What is the 80/20 rule in an appointment process?

Resources mentioned in this episode:

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