PRD of Appointment Scheduling Platform
Pallavi Gope
Introduction
The Appointment Scheduling System (ASS) will enable patients to book, modify, and cancel appointments seamlessly while providing healthcare providers with tools to manage their schedules effectively
For patients, it improves the booking experience by providing convenience and flexibility, error-free method to schedule appointments.
For providers, it reduces administrative burden and ensures better utilization of time and resources.
This matters to the business as it can enhance patient satisfaction, reduce appointment errors, and improve operational efficiency, ultimately driving growth and customer loyalty.
Reason for Building the Product
The manual scheduling process currently in place at HealthFirst Clinic leads to inefficiencies, frequent double bookings, and poor patient experiences.
User Data: Patient surveys report dissatisfaction with the time spent booking appointments and issues with double bookings.
Market Data: Evidence suggests that 32% of patients express frustration with current scheduling methods, which can lead to dissatisfaction with their overall healthcare experience
Narrative:
Narrative 1 (Emergency Appointment):
Patient: John, a new patient experiencing sudden tooth pain, urgently needs an appointment but isn't familiar with the clinic's process. He tries to call but can't get through because it's after hours. Instead, he uses the clinic’s app to quickly find the next available emergency slot and books it instantly. The app confirms his booking and sends him a reminder 30 minutes before the appointment.
Provider: Dr. Patel, the on-call dentist, receives a notification about the new emergency booking, automatically populating her schedule with the patient's details. She can prepare in advance without needing to manually check through call logs, ensuring a smooth transition from booking to treatment.
Narrative 2 (Multiple Location Scheduling):
Patient: Sarah, who works across different locations, needs a checkup but is uncertain which clinic location to book at due to her fluctuating work schedule. She uses the system to view available slots at multiple clinic locations, comparing options for convenience. She easily books an appointment at the most accessible location based on her current schedule.
Provider: Dr. Lee, working at two different clinic locations, has a comprehensive view of appointments across all locations. The system allows him to manage his time seamlessly, knowing exactly when and where his next patient is scheduled, reducing confusion and optimizing his workflow across multiple sites.
In Scope
Development of a web-based and mobile application for appointment scheduling.
Features for patients to book, modify, cancel appointments, and receive reminders.
Provider tools to manage schedules, block times, and update availability.
Automated notifications and reminders for patients and providers.
Support for multiple clinic locations
Out-of-Scope:
This system will not handle medical records or any personal health data, as it focuses solely on appointment scheduling. Managing medical records will remain separate to ensure compliance with privacy regulations.
The system will not include billing functionalities as this is outside the scope of improving appointment scheduling
While telehealth is important, this feature will be handled in a separate system, not in the initial scheduling solution, as it requires additional infrastructure and regulatory considerations.
User Stories/Jobs-to-be-Done
For Patients:
As a patient, I want to see real-time availability of slots by date and time, so that I can book at a convenient time for me.
As a patient, I want to select from multiple clinic locations when booking an appointment, so that I can choose the most convenient site for my needs
As a patient, I want to filter providers by specialty, location, and availability, so that I can find the right doctor quickly.
As a patient, I want to receive an automated confirmation message after booking, so that I know my appointment is confirmed.
As a patient, I want to reschedule or cancel my appointment easily, so that I can manage my bookings without hassle.
As a patient, I want to receive reminders about my upcoming appointment, so that I don’t forget it.
For Providers:
As a provider, I want to block unavailable times in my schedule, so that patients cannot book during those periods.
As a provider, I want to receive notifications about last-minute bookings or cancellations, so that I can adjust my plans accordingly.
As a provider, I want to view my daily and weekly schedules in a clear and organized way, so that I can plan my time effectively.
As a provider, I want to update my availability across multiple clinic locations in real-time, so that I can provide accurate options to patients.
As a provider, I want to view analytics on appointment trends and patient demographics, so that I can identify patterns and optimize my practice accordingly.
As a provider, I want to receive aggregated feedback on patient experiences after appointments, so that I can identify areas for improvement in my practice.
Dependencies
Internal Teams:
IT Development Team: Responsible for system architecture and implementation.
UX/UI Design Team: Tasked with creating an intuitive user interface.
Marketing Team: To promote the new system to patients and providers.
Compliance Team: Ensuring the system meets healthcare regulations (e.g., HIPAA).
Third-party Tools: Calendar APIs for scheduling and notification systems for reminders.
Support Requirements
Training sessions for clinic staff on managing provider schedules and notifications.
Comprehensive FAQs and video tutorials for patients on using the appointment booking feature.
Key Performance Indicators (KPIs)
Measure the percentage of reduction in double bookings within the first quarter of launch.
Track the percentage of patient adoption of the system within six months.
Gather feedback through surveys to assess user experience with the new system.
Percentage of patients who miss their appointments without prior cancellation.
Key Milestones
PRD Complete: Month 1
Design Complete: Month 2
Development Code Complete: Month 4
Testing and Iterations Complete: Month 5
Launch: Month 6
Launch Plan
Announce the launch of the ASS through email newsletters, social media campaigns, and in-clinic posters.
Ensures compliance with healthcare data privacy laws such as HIPAA
Dedicated helpline and support staff for the first three months post-launch to handle user queries and feedback.
Mock-Up Designs
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Posted Dec 6, 2024
Designed an Appointment Scheduling Feature for a Healthcare CX Platform with a PRD, user stories, and mock-ups to simplify booking for patients and providers.
