The effect of outpatient web?based online scheduling versus traditional staff scheduling systems on progression to surgery and no?show rates

Abstract

Background: This study aimed to compare the rate of scheduled surgery and no?show rates between online?scheduled appointments and traditionally scheduled appointments.

Materials and Methods: All scheduled outpatient visits at a single large multi?subspecialty orthopedic practice in three U.S. states (PA, NJ, and NY) were collected from February 1, 2022, to February 28, 2022. Visits were categorized as “online?scheduled” or “traditionally scheduled” and then further grouped as “no?show,” “canceled,” or “visited.” Finally, visits were categorized as either “new patient” or “follow?up.”

Results: There was no significant difference between scheduling systems for patient progression to any procedure within 3 months of the initial visit (P = 0.97) and patient progression for surgery only within 3 months of  he initial visit (P = 0.88). However, we found a significant difference with a higher rate of progression to surgery in traditionally scheduled than online?scheduled visits when accounting for only new patient visits that progressed to surgery within 3 months of the initial encounter (P = 0.036). No?show rates between scheduling systems were not significant (P = 0.79), but no?show rates were significant when comparing the practice’s subspecialties (P < 0.001). Finally, no?show rates for  nline?scheduled compared to traditionally scheduled patients for both new and follow?up appointments were not significantly different (P = 0.28 and P = 0.94, respectively).

Conclusion: Orthopedic practices should utilize online?scheduling systems as there was a higher progression to surgery of traditionally scheduled appointments compared to online. Depending on the subspecialty, no?show rates differed. Furthermore, online?scheduling allows for more patient autonomy and less burden on office staff.