How one Arizona pediatrics practice is revamping patient scheduling for millennial parents

North Scottsdale (Ariz.) Pediatrics redesigned its operations to include more technology-friendly scheduling tools and improve experience for the incoming generation of millennial parents, according to athenaInsight.

 The 17-provider practice, which serves 30,000 patients across Arizona, wanted to ensure parents could reach the practice through their smartphones and laptops. "Millennial parents are looking for the easiest, fastest way for everything," Tricia Juba, North Scottsdale's practice manager, told athenaInsight. "They want everything on the go on their phone, so we make sure that's how it works here."

North Scottsdale utilizes a user-friendly patient portal, which allows parents to fully access their child's medical records on mobile devices and lets them schedule appointments from their phones. Parents can "schedule their kids' appointments on the fly, whether they are at home or even in our parking lot," Ms. Juba said.

In this way, parents can schedule an appointment right when their child needs care as opposed to waiting to call when the office opens at 8 a.m. To make this possible, the practice ensures same-day and next-day appointments are available for online scheduling and opened an evening clinic for additional options.

Now, nearly half of the practice's patients are using web scheduling, a number the practice expects to reach as high as 95 percent. "These tools helps us relate better to millennial parents," said North Scottsdale physician Jeffrey Siegel, MD, "and will help us recruit more patients in the future."

More articles on patient engagement: 
7 ways patients use online medical records, according to ONC research
US News introduces patient experience ratings to physician profiles
1 in 5 patients no strangers to covertly recording medical visits

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