Table 3.
Comparison of the average patient-performed appointment actions per finalized appointment for self-scheduled and staff scheduled.
| Appointment metric | Self-scheduled (but staff could cancel) | Staff scheduled (but the patient could cancel on the web) |
| Total appointment actions (schedule and cancel), n | 1490 | 29,604 |
| Scheduling actions, n (%) | 1201 (80.6) | 23,216 (78.4) |
| Cancelling actions, n (%) | 289 (19.4) | 6388 (21.6) |
| Appointment actions (schedule or cancel action) performed by patient or proxy (web or mobile), n (%) | 1343 (90.1) | 540a (1.8) |
| Appointment actions performed by Mayo scheduler, n (%) | 147b (9.9) | 29,064 (98.2) |
| Appointments finalized, n (remaining on calendar up to visit date and time) | 912 | 16,828 |
| Average patient or proxy performed appointment actions per finalized appointment (total count of patient or proxy appointment actions divided by total count of finalized appointments) | 1.47 (1343/912) | 0.032 (540/16,828) |
| Average Mayo scheduler actions per finalized appointment (total count of Mayo scheduler actions divided by total count of finalized appointments) | 0.16 (147/912) | 1.73 (29,064/16,828) |
| Average appointment actions per finalized appointment (total count of appointment actions divided by total count of finalized appointments) | 1.63 (1490/912) | 1.76 (29,604/16,828) |
aStaff scheduled but was self-cancelled.
bSelf-scheduled but had cancel actions taken by staff schedulers (however, 142 of the 289 cancels were self-cancelled).