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Labs are frequently overwhelmed with walk in patients who aren’t prepared for the lab work they need done, causing delays and a drain on resources for the locations.
Sharing information about how to prepare for appointments ahead of time and encouraging patients to schedule ahead would help alleviate some of the delays to be seen and strain on the staff. The current information and scheduling option and resource pages are difficult to find on the website and don’t get much traffic.
Most patients aren’t aware of the online lab scheduling option and tend to show up walk in during the same times around 8 am, 11-1, and 3 pm.
The scheduling and resource pages were hard to find and when most users were asked to locate the fasting information and schedule an appointment, it would take several minutes to successfully complete the task.
None of the users found the option to schedule their lab appointment at the bottom of the appointments page.
The final solution was to optimize the scheduling flow. This was done by bypassing the existing appointments page and linking the lab appointments page in the navigation. It was decided this was the best solution because apart from the link to lab scheduling, the appointments page had the same copy as the call us first page and a link to find a doctor.
The fasting information from the lab resources page was added to the lab scheduling page for the purpose of ensuring that patients would have all the information they needed to schedule their appointments in one place.
Within the first month of launch, all labs saw nearly double the amount of appointments scheduled online.
Labs were also able to better accommodate high traffic volumes and plan resources appropriately.
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