The Impact of Online Self-Scheduling Platform Optimization on Patient Directed Access to Screening Mammography Appointments During the COVID-19 Pandemic | A Single Institution Experience

Abstract

Objective: During the COVID-19 pandemic, screening mammography utilization declined nationally by nearly 65% compared to pre-pandemic volumes. This study assessed the impact of online screening mammography self-scheduling platform optimization on patient scheduling, rescheduling and cancellation rates during the COVID-19 pandemic. Methods: A retrospective review of online SM scheduling utilization between October 1, 2019, and December 31, 2022 was performed. The electronic health record (EHR) was queried to extract the total number of SMs performed, online scheduling, rescheduling and cancellation rates during the busiest screening mammography months of October through December in 2019 and 2022. Results: October to December online SM scheduling patient activity rose from 57 to 1481 patients when comparing 2019 and 2022 performance, representing a 26-fold increase in online platform utilization after EHR-tethered scheduling integration (p=0.013). This resulted in a concurrent 16x fold reduction in patient access specialist SM scheduling engagement. Concurrently, SM scheduling automation resulted in increases in appointment rescheduling and cancellation rates, from 14% to 22% (p=0.005) and 18% to 38% (p=0.000), respectively. Discussion: Optimization of our online self-scheduling platform with EHR integration resulted in a 26-fold increase in online self-scheduling patient utilization and a 16x fold reduction in DI-PAS hands on SM scheduling engagement. The rates of OSS patient appointment rescheduling and cancellation also increased but the overall net gain in self-scheduling automation should not deter continued use and implementation of this program.