Client storyStaff couldn’t keep up at 9am. Patients couldn’t book at 9pm.
Eight centers across the Kansas City region, and every appointment started with a phone call. Patients now choose a body area on their phone instead, and online bookings doubled inside a year.
Diagnostic Imaging Centers
starting with a call
inside the first year
not office hours
Every appointment began with a call
DIC operates eight facilities across the Kansas City region and has a reputation for taking technology seriously, but its scheduling had not moved. Every appointment meant a phone call, manual data entry, and often several rounds of back and forth. That is slow for staff and useless for a patient who wants to book at nine in the evening. It also produced errors, because the person on the phone was translating what the patient described into the right exam.
- Eight centers, every booking placed by phone
- Manual data entry on every appointment
- No way to book outside business hours
- Booking mistakes from exams chosen in conversation
A wizard that speaks the patient’s language, not radiology’s
The change was to stop asking patients to navigate medical terminology. The self-scheduling wizard presents body-part illustrations and plain language descriptions (head, spine, torso, arms, legs) and walks the patient to the right exam from there. It is wired to DIC’s own exam protocols and live availability, so the only options a patient can see are ones the practice can actually deliver. Automated text and email reminders carry the appointment and its preparation instructions.
- Body-part illustrations in place of exam codes
- Plain-language descriptions of each procedure
- Bound to DIC’s exam protocols and real availability
- Text and email reminders with preparation instructions
Online bookings, inside the first year
Within the first year, online self-scheduled appointments rose by more than a hundred percent: the share of patients booking themselves doubled. That came off the call center’s workload, which is the point: the same staff spend the day on complex cases and the people in front of them instead of repeating the same call. Accuracy improved for the same reason the wizard exists, and reminders cut the no-shows that follow a booking nobody confirmed.
- Online self-scheduled appointments up more than 100%
- Fewer routine scheduling calls for the front desk and call center
- Fewer booking errors, from clearer exam selection
- Fewer no-shows, from automated reminders
- Patients booking at any hour, from anywhere
What changed at DIC
and fewer no-shows,
from clearer choices
Is the phone still
the only way to book?
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