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Decision Trees for Medical Scheduling: Spokane ENT Case Study


Spokane ENT + Zingtree

Improving medical care through intelligent medical scheduling

 

Spokane ENT is a certified division of the Columbia Surgical Specialists based in Spokane, Washington. With over 20 years offering excellent professional ear, nose and throat care to local residents, the highly-specialized clinic works tirelessly to help patients of all types experience life to their absolute fullest.

Spokane ENT’s Challenge

As a large group practice with multiple locations and specialties, Spokane ENT needed to optimize its appointment scheduling process. With specific areas of diagnosis and treatment, the clinic realized that they required a better way to ensure patients were scheduled with the proper specialists.

Zingtree’s Solution

Implementing appointment scheduling decision trees for the clinic’s call center agents has allowed Spokane ENT to optimize its scheduling across locations. Agents navigate decision trees to pre-diagnose patients, which eliminates a lot of unnecessary doctor visits.

“Our scheduling agents are faced with the task of matching patients to one of 11 doctors, each with a specific area of practice and treatment,” says Dr. William Schmitt of Spokane ENT. “Decision trees have allowed us to collect patient symptoms and quickly schedule them with the correct physician and accompanying testing.”

Key Statistics: 

  • 18,000+ Calls: More than 18,000 patient calls assisted
  • 2,400 Days: Over 2,400 operator days and counting

About Zingtree

Zingtree is the most user-friendly platform for creating and implementing interactive decision trees that deliver answers faster. Quickly create a decision tree that your site visitors, leads, trainees and/or customers navigate by clicking buttons to answer questions, and receive detailed analytics on how trees are being used. Zingtree makes it easy to guide anyone through complicated processes – there’s no better way to help people get answers and solve problems.


Want to see more? Explore the Zingtree Gallery for examples of how our decision trees and interactive solutions provide value for businesses!

This article was originally published on March 23, 2017.

Smart Decision Tree Powered Scheduling for Healthcare

Have you ever scheduled a medical visit with a clinic, only to find that the doctor you were paired with was the wrong specialist for your condition?

This was happening too often for the Spokane Ear Nose and Throat clinic, making patients unhappy, and wasting valuable doctor time. This happens all over the world in hospitals, clinics, and large medical practices. To solve this problem, Spokane ENT created a pre-diagnostic and appointment medical scheduling decision tree with Zingtree that their schedulers now use when a patient calls in to set up a visit; their medical office is now more productive and efficient than ever.

In order to deliver quality medical care, and keep patients and staff happy while maintaining profitability, it’s critical to develop a smart scheduling system. For this reason, introducing an updated process with Zingtree’s interactive decision trees is an intelligent, efficient way to get patients paired with the right doctor the first time.

Simplify Scheduling

Healthcare facilities have a need for a more optimized process of scheduling patient appointments. Clinics can provide an online scheduling tool allows patients to quickly and easily schedule appointments from their desktop or mobile device — anywhere and anytime — without the need to pick up the phone and connect to an operator.

On the operator and physician side, a lot of time is saved that would otherwise be spent taking calls and correctly routing a patient to the medical department they need. Using decision trees for scheduling appointments lets clinics automatically set patient visits depending on key criteria such as:

  • Level of urgency
  • Amount of complexity
  • Anticipated length of appointment
  • Required specialty

Pre-Diagnose Patients

Medical diagnosis is, in itself, a complex troubleshooting process that requires patients and physicians to work together. Interactive decision trees that act as diagnostic schedulers can also integrate critical medical triage questions; by asking a few pointed questions and follow-ups, a medical professional can more quickly narrow the possibilities of what’s affecting a patient and rule out any certain healthcare scenarios.

This symptom checker functionality within a scheduling script allows practices to simultaneously set up an appointment and intelligently pre-diagnose, so that medical professionals can gather information ahead of time and patients can more easily be scheduled with the right specialist – a huge time-saver for everyone involved.

Streamline Care

By saving time through a better, more streamlined medical scheduling and pre-diagnosis system, patients are automatically set up for receiving faster and more personalized healthcare. For clinics with multiple locations or larger hospital networks, this is even more beneficial; setting up every care center with the same system provides agents with a single, seamless scheduler tool.

Zingtree offers the kind of standardization and customization to help medical facilities in different geographic areas stay on track with one another, as well as provide a warm and professional environment for patients to get what they need as soon as possible. And as we all know, better and faster care leads to happier and healthier patients overall.


See the Zingtree Gallery for decision tree examples for all kinds of uses.

Ready to set up a Zingtree decision tree for your medical practice? Contact us with any questions, or get started today.