Edward-Elmhurst Health is one of the largest integrated health systems in Illinois with annual revenues of over $1 billion, three hospitals and over 100 locations across a service area of 1.7 million residents. Driven by its patient-centric vision and the highly competitive Chicago market, Edward-Elmhurst Health partnered with MedTouch to stay ahead of the competition and increase patient conversion. As part of the enterprise site built by MedTouch, MedTouch led the integration of Epic MyChart’s open scheduling, which allows patients to select physicians and schedule appointments in real-time.
MedTouch worked closely with both Edward-Elmhurst and Epic to advance Edward-Elmhurst’s operational and digital strategies. Open scheduling became a primary feature within the revised provider directory design. Patients now have the ability to filter for providers who allow online appointments and quickly book directly online through the search results or individual provider profile pages.
MedTouch also developed a strategy for more sophisticated scheduling; for selected laboratory and radiology procedures, patients are guided to the correct Epic appointment type and location through a series of questions. This strategic implementation created an opportunity for Edward-Elmhurst to engage with patients directly and distinguish its brand with an efficient and convenient patient-centric experience – both key elements to convert potential patients to key service lines.
The integration with the enterprise website led to a significant competitive advantage – anyone can book directly into the online scheduling system without needing a login. As a result, appointments can be booked by existing patients as well as new patients, a clear metric of successful outreach. MedTouch integrated a custom Google Tag and tracked engagement through Google Analytics to report on successful appointment completions. Following the launch of open scheduling, Edward-Elmhurst Health experienced a significant increase in online appointments. The new experience was easier than completing a request an appointment form and converted more visitors.
Building on the momentum and success of the provider directory integration, MedTouch developed and delivered service line open scheduling strategies to drive further engagement. For a selected service line, Edward-Elmhurst Health expanded the open scheduling functionality to include a “Book Next Available” option using the MedTouch service scheduling strategy and MyChart build.
- 4,370+ open scheduling appointments within six months of launch
- +123% increase in online appointments, all types
- 52% of appointment types were new patients to the system