With UpDox getting the capability of having patients do their own scheduling and demographic updates, I'm really feeling myself lured to that function, and all the calls and front desk time it sounds like it might save. My staff and I have some worries, however. I'd really like feedback from those who may have used a system like this. Here are some of the concerns.
1) Patient "just wants prescriptions refilled", books brief appointment when it is really time for complete re-evaluation.
2) Receptionist knows that patient Jones always needs 45 minutes because she is a "talker", but online schedule only says "re-visit."
3) There are "discretionary" times receptionist knows she can invade if problem sounds important. Receptionist able to triage.
4) Sudden increase in "tech support" calls about how to use this feature (already an issue with UpDox portal).
5) Receptionist having to reconfirm all demographics anyway to uncover misunderstanding by patient when entering data.
Are these concerns real or imagined? Those of you who have ever used a system like this, was it great or more pain than it was worth?
