How DIC uses AbbaDox to double online bookings with patient self-scheduling

Diagnostic Imaging Centers (DIC) operates eight facilities across the Kansas City region with a reputation for embracing technology. To modernize their phone-heavy scheduling process, they partnered with AbbaDox to implement visual self-scheduling that empowers patients while maintaining clinical oversight.

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Solutions Used

 
Visual Scheduling
 
Automated Reminders
Kansas City
Healthcare
8 Centers

Key Results

100%+
increase in self-scheduling
8
imaging centers
24/7
online access
↓
fewer no-shows

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The Challenge

DIC's scheduling process was stuck in the past. Every appointment required a phone call, manual data entry, and often multiple back-and-forth conversations. The system was time-consuming for staff and inconvenient for patients who wanted to book appointments outside business hours. Worse, patients often struggled to identify which imaging exam they needed, leading to booking errors, rescheduling hassles, and frustrated staff.

DIC leadership knew they needed to reduce call volume and minimize scheduling mistakes while giving patients more control. The challenge was finding a solution that would be both engaging and foolproof for patients, encouraging self-service adoption without sacrificing the oversight needed for proper exam selection and regulatory compliance.

The Solution

AbbaDox Patient Engagement tools transformed DIC's scheduling with an innovative visual approach. Instead of navigating complex medical terminology, patients now book appointments using an intuitive portal featuring body-part illustrations and plain language descriptions. This scheduling wizard, developed in collaboration with DIC, helps patients confidently select the correct exam type, making the process both engaging and virtually error-free.

The system goes beyond just booking. Automated text and email reminders keep patients informed about their appointments and preparation instructions, significantly reducing no-shows. The platform integrates with DIC's exam protocols and availability, ensuring patients only see appropriate options while staff maintain oversight for complex cases.

Most importantly, the solution balances patient empowerment with clinical control. Patients enjoy 24/7 scheduling convenience, while DIC retains the ability to review and adjust bookings as needed, ensuring both efficiency and safety.

The Results

The impact exceeded expectations. Within the first year, online self-scheduled appointments increased by over 100%, effectively doubling patient adoption of the digital booking system. This dramatic shift reduced call center workload, allowing staff to focus on complex cases and in-person patient care rather than routine scheduling calls.

"Our team spends less time on repetitive phone calls and more time actually helping patients. The visual scheduling interface virtually eliminated booking errors."

— DIC Management

DIC also saw significant improvements in patient satisfaction, with patients praising the convenience of booking appointments anytime, anywhere. The successful implementation has set a new benchmark in the industry, proving that patient-centric technology can enhance service quality while improving operational efficiency.

Key Outcomes

1

100%+ increase in online self-scheduled appointments

In one year, doubling the rate at
which patients book their own visits.

2

Improved scheduling accuracy and fewer no-shows

Due to clearer exam selection
and automated reminders.

3

Reduced administrative burden

Front-desk and call center staff handle
fewer routine scheduling calls,
enabling them to concentrate on
in-person patient needs
and complex cases.