To address this question, let’s talk objectively here about some of the main benefits that healthcare institutions can achieve by implementing WiseTouch.

WiseTouch is a Patient Intelligence platform. It is a new technology that transforms the way medical procedure appointments are scheduled.

The Patient Intelligence solution represents a huge leap forward compared to conventional scheduling systems, as it is capable of automating all complex business rules and scheduling processes, providing a new level of quality and efficiency impossible to obtain with conventional solutions. This enables remarkable changes that bring benefits to both the institution and its patients. Let’s talk about some of them.

Call center optimization with intelligent self-scheduling solutions for exams and procedures

The self-scheduling feature allows patients to choose and adjust their appointments directly over the internet, without the need for phone contact. This significantly reduces the burden on attendants, allowing the team to focus on more strategic activities.

However, for conventional scheduling systems, the self-scheduling of medical procedures, especially exams, therapies, and treatments, is a notoriously complex challenge, as these systems require the user to know numerous business rules.

While consultation scheduling is more easily transferred to online platforms, scheduling exams and other procedures represents a very different challenge. For this reason, initiatives to implement solutions supported by conventional systems almost always fail to deliver the value expected by institutions.

Patient Intelligence revolutionizes this scenario by completely automating scheduling rules through an advanced algorithm, allowing scheduling to be done in a simple and accessible way, even by laypeople—something traditional systems cannot offer.

For companies that have already adopted intelligent self-scheduling for exams, therapies, and treatments, the use of self-scheduling channels has grown significantly. Today it is safe to expect 25% of appointments to be made through these channels.

Reduction in scheduling time, due to the ease of finding time slots even in complex appointments.

With the use of Patient Intelligence, it is possible to find time slots quickly, even in complex scenarios, optimizing resource allocation and reducing the average patient wait time. The technology automates the analysis of preferences and conditions, promoting agile and efficient service.

In addition to the algorithm’s efficiency, the WiseTouch user experience is also optimized, with all scheduling actions performed from a single screen.

The reduction in service time can be converted into:

• AHT (Average Handling Time) reduction, which, depending on service protocols, can be greater than 10% on average, and/or
• implementation of routines that add value to the service, such as improvements in support questions so that executing areas have more information prior to the appointment.

Reduction of scheduling errors

Patient Intelligence ensures that rules, such as preparation conflicts, travel times, among others, are always respected and patients are well informed.

More assertive scheduling reflects in patients being better prepared to undergo exams.

They also reflect in fewer callbacks. There are cases of more than a 10% reduction in callback volume even with an increase in the volume of appointments.

Reduction in training time for call center and unit operators

Turnover in call center operations is typically high. With the adoption of WiseTouch, training new operators is simplified, since scheduling rules are all parameterized in the system.

Improvements in training time have been significant, reaching reductions of over 50%, reflecting high productivity gains for the team.

Resource profitability and patient convenience, offering times that simultaneously optimize occupancy rates and visit time.

WiseTouch automatically distributes demand according to the occupancy rate of locations and professionals, contributing to the best use of resources. With this, demand is better distributed and the utilization of doctors’ schedules is properly equalized.

Furthermore, WiseTouch is able to direct scheduling to the appropriate resource according to the patient’s profile or care situation, ensuring that operational and strategic decisions regarding the use of these resources are automatically obeyed.

Even in schedules that historically have full occupancy, Patient Intelligence is capable of distributing appointments in order to optimize patients’ visit time. In this sense, we have already observed significant reductions, around 10% to 20%, in patients’ visit time. This reduction certainly contributes a lot to the comfort and quality perception of patients.

Customer satisfaction with the personalization of their care

WiseTouch records all patient preferences (dates, time of day, days of the week, units, executing doctor’s gender or specific doctor, etc.) and automatically reconciles them when searching for the best times.

The questions asked to the patient and the information passed to them can be customized according to their profile, their preferences, and the characteristics of the care.

The feeling of personalized care is difficult to measure in numbers, but it is undoubtedly one of the most important quality metrics for healthcare institutions.

WiseTouch is capable of using specific rules for different patient profiles, automatically and therefore scalably. In other words, it is capable of promoting personalized care on a large scale.

Efficient management of fit-ins

Fit-in management is fundamental for the efficient use of resources, for the fluidity of care, and customer satisfaction.

In WiseTouch, fit-in times are made available automatically by the system, using sophisticated tolerance rules parameterized by the institution.

The rules can be defined in the schedules of rooms, sectors, doctors, and equipment, and can take into account several factors.

There is the possibility of offering forced fit-ins, which exceed pre-configured limits, with proper authorization.

There are also integration options with predictive algorithms that take no-show profiles into account.

All these attributes ensure that fit-ins are well distributed and always within accepted limits.

Intelligence in scheduling home care

For institutions that provide home care, WiseTouch represents a huge evolution in the efficiency and quality of scheduling.

In addition to respecting all configured rules, home care makes use of a sophisticated set of specific features, such as:

• the assignment of resources and cars according to the location, exams, and patient characteristics,
• the possibility of unified scheduling (on a single screen) for all patients in the same visit, with an algorithm to optimize resources according to the number and profile of the patients, and
• specific operational and management reports.

With this, the efficiency of scheduling and resource usage grows significantly, offering, among other things, scalability for these services, which in recent years, and especially after the pandemic, has grown consistently.

Automation of recurring procedure scheduling

Scheduling recurrent treatments and therapies, such as oncological procedures and rehabilitation, is typically a laborious process. In addition to the availability of times having to obey numerous rules, the number of events to be booked can be very large and patient preferences must be observed in all of them.

WiseTouch significantly facilitates this work by finding all times at once. Furthermore, it allows for specific adjustments and guarantees the correct sequencing, spacing, and validity of all events. Features not found in conventional scheduling systems.

Appointment schedules can be made in advance and on a large scale. WiseTouch frequently handles schedules of dozens and sometimes hundreds of pre-programmed events. Productivity and quality gains are significant.

Better informed patients with structured preparations

WiseTouch has an advanced preparation configuration module that, by providing numerous options for structuring information, allows the algorithm to take interferences into account to automatically find times.

However, structuring preparations is not only important for automating scheduling, it also provides clearer, more organized, and customized information to the patient. Among other things, it allows:

• the consolidation of preparations, so as not to present repeated or overlapping preparations,
• the presentation of preparations on a timeline, with the exact times and start (and end, if applicable) of each preparation,
• the filtering of preparations according to the patient’s profile, and
• formatting with customizable visuals, the possibility of images, and links to videos and external content.

Accuracy and clarity in communicating with the patient brings various benefits, both for the institution’s image and for the quality of care. In addition to directly impacting important operational indicators, such as reducing calls to the call center and reducing no-shows.

Better control of offers and capacities

In WiseTouch, schedule and utilized capacity management is done individually for each of the resources: rooms, professionals, and equipment. With this, complex situations are handled naturally, without the need to create “fictitious schedules” and other similar artifices, and available and idle capacities are managed with greater precision.

WiseTouch offers a wide range of monitoring and management tools, including customizable reports and indicators, and a management information repository (Data Warehouse) accessible by other systems. These tools help the institution to use its facilities, professionals, and equipment in the best and most efficient way, avoiding idleness and providing the means for more patients to be treated without the need for additional investments.

Growth in appointments

The combination of benefits brought by WiseTouch, along with process changes stimulated and made possible by the adoption of WiseTouch, has resulted in increases in the actual volume of scheduled procedures.

In fact, we have had cases, in large clients, where there was significant growth, on the order of 15% to 20%, in the number of scheduled exams after 3 months of implementing the system, already accounting for seasonality and adjusting for the same number of rooms.

Such gains clearly depend on many factors and vary from institution to institution. But real cases illustrate well the potential of Patient Intelligence. Not as a simple system improvement, but as a decisive evolution in the scheduling journey.

Preparation for the future

In addition to all the immediate benefits of the present, implementing Patient Intelligence is also preparing for the future.

Technology advances at a rapid pace. Even today, there are evolutions that are just beginning to find their way into healthcare. Consider the revolution of generative artificial intelligence and the infinite possibilities it promotes, especially in the journey of scheduling medical procedures.

New technologies will enable the creation of new ways to provide healthcare services, if not entirely new services.

What is to come is uncertain, but it is certain that those best prepared to absorb and take advantage of it will have huge competitive advantages.

Having a modern and robust park of structural systems is a fundamental ingredient in this preparation. Good foundations are essential to support new services. Without them, good technologies are wasted on unviable projects that consume time, attention, money, and, above all, opportunity.

Preparing for tomorrow’s technologies is what needs to be done today.

In this scenario, WiseTouch, due to its functional set and cutting-edge technology, also represents a bridge to the future.