Question
Should patients be able to schedule, reschedule, and cancel most appointments directly through an online system?
Background
The front desk receives high call volumes, and patients report long hold times. Online self-scheduling could improve access and reduce staff workload, but staff worry about inappropriate visit types being booked without triage.
Options
- Enable online self-scheduling for all routine appointments.
- Allow online scheduling only for established patients and basic visits.
- Keep scheduling primarily phone-based but add an online request form.
- Make no changes to the current scheduling process.