Table 2.
Appointment metric comparison between self-scheduled and staff-scheduled appointments for those with access to self-scheduling (patient online services–enabled).
| Appointment metric | Self-scheduled but staff could cancel | Staff-scheduled but patients could still self-cancel | P valuea | |
| Appointment actions, n (%) | ||||
|
|
Self-scheduled | 13,454 (100) | 0 (0) | <.001 |
|
|
Staff-scheduled | 0 (0) | 117,656 (100) | <.001 |
|
|
Self-cancelled | 2166 (16.10) | 3847 (3.27) | <.001 |
|
|
Staff-cancelled | 1855 (13.79) | 36,278 (30.83) | <.001 |
|
|
Total cancelled | 4021 (29.89) | 40,125 (34.10) | <.001 |
| Appointment outcomes, n (%) | ||||
|
|
Finalized appointments (scheduled minus cancelled) | 9433 (100) | 77,531 (100) | N/Ab |
|
|
Arrived to appointment | 8897 (94.32) | 73,941 (95.37) | <.001 |
|
|
No-show | 536 (5.68) | 3590 (4.63) | <.001 |
| Appointment action efficiency | ||||
|
|
Total appointment actions per finalized appointment (total count of the above 4 rows of self-scheduling and staff-scheduling and cancelling appointment actions divided by the total count of finalized appointments) | 1.852 | 2.035 | N/A |
|
|
Self-generated appointment actions per finalized appointment (total count of the above 2 rows of self-scheduled and self-cancelled appointment actions divided by the total count of finalized appointments) | 1.656 | 0.050 | N/A |
|
|
Staff-generated appointment actions per finalized appointment (total count of the above 2 rows of Mayo staff-scheduled and staff-cancelled appointment actions divided by the total count of finalized appointments) | 0.197 | 1.985 | N/A |
| Appointment actions outside of standard appointment scheduler hours, n (%) | ||||
|
|
Scheduling actions completed outside of normal business hours of Monday to Friday, 7 AM to 5 PM | 3285 (24.42) | 1659 (1.41) | <.001 |
|
|
Scheduling actions completed on Saturday or Sunday | 1149 (8.54) | 769 (0.65) | <.001 |
|
|
Scheduling actions completed on Monday to Friday outside of 7 AM to 5 PM | 2136 (15.88) | 890 (0.76) | <.001 |
| Appointment lead time | ||||
|
|
Median lead time (days) | 15 | 21 | N/A |
|
|
Lead time over 84 days, n (%) | 0 (0) | 5778 (4.91) | <.001 |
aNull hypothesis (H0) tested: proportion of self-scheduled appointments equals staff-scheduled appointments.
bN/A: not applicable.