New patients are not showing up for their first telehealth appointment. How would you solve this issue?

Introduction

The challenge at hand is addressing the issue of new patients not showing up for their first telehealth appointment. This scenario touches on critical aspects of user onboarding, patient engagement, and the overall effectiveness of telehealth services. To tackle this problem, I'll analyze the user journey, identify pain points, propose solutions, and outline a strategy for implementation and measurement.

Step 1

Clarifying Questions (5 mins)

• Looking at the telehealth context, I'm thinking about the scope of services offered. Could you tell me more about the types of medical specialties or services available through this telehealth platform?

Why it matters: Different specialties may have unique no-show patterns or patient needs. Expected answer: Primary care, mental health, and some specialist consultations. Impact on approach: Would tailor solutions to address specialty-specific challenges.

• Considering the patient journey, I'm curious about the appointment booking process. How far in advance are most first appointments scheduled, and through what channels can patients book (e.g., app, website, phone)?

Why it matters: Timing and booking method could influence no-show rates. Expected answer: Appointments typically booked 1-2 weeks in advance, primarily through a mobile app. Impact on approach: Would focus on engagement strategies during the pre-appointment period.

• Thinking about user behavior, I'm wondering about the current reminder system. What type of appointment reminders, if any, are currently in place for these first-time telehealth appointments?

Why it matters: Existing reminder systems could be a starting point for improvement. Expected answer: Automated email reminders sent 24 hours before the appointment. Impact on approach: Would explore enhancing and diversifying reminder methods.

• Considering external factors, I'm interested in understanding the competitive landscape. How does our no-show rate for first-time telehealth appointments compare to industry standards or our main competitors?

Why it matters: Helps gauge the severity of the problem and potential for improvement. Expected answer: Our no-show rate is about 30%, slightly higher than the industry average of 25%. Impact on approach: Would aim for solutions that could bring us below the industry average.