{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,5,4]],"date-time":"2026-05-04T18:11:24Z","timestamp":1777918284710,"version":"3.51.4"},"reference-count":46,"publisher":"Oxford University Press (OUP)","issue":"9","license":[{"start":{"date-parts":[[2022,6,2]],"date-time":"2022-06-02T00:00:00Z","timestamp":1654128000000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/academic.oup.com\/journals\/pages\/open_access\/funder_policies\/chorus\/standard_publication_model"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2022,8,16]]},"abstract":"<jats:title>Abstract<\/jats:title><jats:p>This case study assesses the uptake, user characteristics, and outcomes of automated self-scheduling in a community-based physician group affiliated with an academic health system. We analyzed 1\u00a0995\u00a0909 appointments booked between January 1, 2019, and June 30, 2021 at more than 30 practice sites. Over the study period, uptake of self-scheduling increased from 4% to 15% of kept appointments. Younger, commercially insured patients were more likely to be users. Missed appointments were lower and cancelations were higher for self-scheduled patients. An examination of characteristics, benefits, and usage of automated self-scheduling provides insight to those organizations contemplating the implementation or expansion of similar consumer-facing digital self-scheduling platforms.<\/jats:p>","DOI":"10.1093\/jamia\/ocac087","type":"journal-article","created":{"date-parts":[[2022,6,2]],"date-time":"2022-06-02T06:54:11Z","timestamp":1654152851000},"page":"1637-1641","source":"Crossref","is-referenced-by-count":18,"title":["Automated patient self-scheduling: case study"],"prefix":"10.1093","volume":"29","author":[{"ORCID":"https:\/\/orcid.org\/0000-0002-0674-8234","authenticated-orcid":false,"given":"Elizabeth","family":"Woodcock","sequence":"first","affiliation":[{"name":"Department of Health Policy and Management, Rollins School of Public Health, Emory University , Atlanta, Georgia, USA"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Aditi","family":"Sen","sequence":"additional","affiliation":[{"name":"Department of Health Policy and Management, Johns Hopkins Bloomberg School of Public Health , Baltimore, Maryland, USA"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Jonathan","family":"Weiner","sequence":"additional","affiliation":[{"name":"Department of Health Policy and Management, Johns Hopkins Bloomberg School of Public Health , Baltimore, Maryland, USA"}],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"286","published-online":{"date-parts":[[2022,6,2]]},"reference":[{"issue":"1","key":"2022081707574707400_ocac087-B1","first-page":"13","article-title":"Internet patient scheduling in real-life practice","volume":"20","author":"Friedman","year":"2004","journal-title":"J Med Pract Manage"},{"issue":"1","key":"2022081707574707400_ocac087-B2","doi-asserted-by":"crossref","first-page":"30","DOI":"10.1258\/ijsa.2008.008466","article-title":"eTriage\u2014a novel, web-based triage and booking service: enabling timely access to sexual health clinics","volume":"21","author":"Jones","year":"2010","journal-title":"Int J STD AIDS"},{"key":"2022081707574707400_ocac087-B3","first-page":"59","article-title":"Dependable online appointment booking system for NHIS outpatient in Nigerian teaching hospitals","volume":"6","author":"Idowu","year":"2014","journal-title":"Int J Comput Sci Inform Technol."},{"issue":"4","key":"2022081707574707400_ocac087-B4","doi-asserted-by":"crossref","first-page":"e134","DOI":"10.2196\/jmir.6747","article-title":"Web-based medical appointment systems: a systematic review","volume":"19","author":"Zhao","year":"2017","journal-title":"J Med Internet Res"},{"issue":"21","key":"2022081707574707400_ocac087-B5","doi-asserted-by":"crossref","first-page":"1","DOI":"10.3390\/ijerph17218287","article-title":"The determinants for food safety push notifications on continuance intention in an e-appointment system for public health medical services: the perspectives of UTAUT and information system quality","volume":"17","author":"Lee","year":"2020","journal-title":"Int J Environ Res Public Health"},{"issue":"12","key":"2022081707574707400_ocac087-B6","doi-asserted-by":"crossref","first-page":"e27072","DOI":"10.2196\/27072","article-title":"The effect of automated mammogram orders paired with electronic invitations to self-schedule on mammogram scheduling outcomes: observational cohort comparison","volume":"9","author":"North","year":"2021","journal-title":"JMIR Med Inform"},{"issue":"9","key":"2022081707574707400_ocac087-B7","doi-asserted-by":"crossref","first-page":"800","DOI":"10.1080\/07408170802165880","article-title":"Appointment scheduling in health care: challenges and opportunities","volume":"40","author":"Gupta","year":"2008","journal-title":"IIE Trans"},{"issue":"4","key":"2022081707574707400_ocac087-B8","doi-asserted-by":"crossref","first-page":"913","DOI":"10.1097\/PRS.0000000000007195","article-title":"Ambulatory access: improving scheduling increases patient satisfaction and revenue","volume":"146","author":"Volk","year":"2020","journal-title":"Plast Reconstr Surg"},{"issue":"10","key":"2022081707574707400_ocac087-B9","first-page":"24","article-title":"Self-scheduling appointments","volume":"15","author":"Craig","year":"2007","journal-title":"Adv Nurse Pract"},{"key":"2022081707574707400_ocac087-B10","first-page":"183","article-title":"The online outpatient booking system \u2018Choose and Book\u2019 improves attendance rates at an audiology clinic: a comparative audit","volume":"17","author":"Parmar","year":"2009","journal-title":"Inform Prim Care"},{"issue":"4","key":"2022081707574707400_ocac087-B11","doi-asserted-by":"crossref","first-page":"14","DOI":"10.5070\/D358K4D6WP","article-title":"Cancellations and patient access to physicians: Zocdoc and the evolution of e-medicine","volume":"19","author":"Siddiqui","year":"2013","journal-title":"Dermatol Online J"},{"issue":"2","key":"2022081707574707400_ocac087-B12","doi-asserted-by":"crossref","first-page":"e24","DOI":"10.2196\/medinform.3669","article-title":"Adoption, use, and impact of e-booking in private medical practices: mixed-methods evaluation of a two-year showcase project in Canada","volume":"2","author":"Par\u00e9","year":"2014","journal-title":"JMIR Med Inform"},{"issue":"5","key":"2022081707574707400_ocac087-B13","doi-asserted-by":"crossref","first-page":"1479","DOI":"10.1016\/j.jaad.2020.03.035","article-title":"Patient-initiated online appointment scheduling: pilot program at an urban academic dermatology practice","volume":"83","author":"Yanovsky","year":"2020","journal-title":"J Am Acad Dermatol"},{"issue":"1","key":"2022081707574707400_ocac087-B14","doi-asserted-by":"crossref","first-page":"e28323","DOI":"10.2196\/28323","article-title":"Barriers to and facilitators of automated patient self-scheduling for health care organizations: scoping review","volume":"24","author":"Woodcock","year":"2022","journal-title":"J Med Internet Res"},{"issue":"8","key":"2022081707574707400_ocac087-B15","doi-asserted-by":"crossref","first-page":"e209637","DOI":"10.1001\/jamanetworkopen.2020.9637","article-title":"Patient and visit characteristics associated with use of direct scheduling in primary care practices","volume":"3","author":"Ganguli","year":"2020","journal-title":"JAMA Netw Open"},{"issue":"2","key":"2022081707574707400_ocac087-B16","doi-asserted-by":"crossref","first-page":"85","DOI":"10.1177\/0969141319871312","article-title":"Offering an app to book cervical screening appointments: a service evaluation","volume":"27","author":"Ryan","year":"2020","journal-title":"J Med Screen"},{"issue":"1","key":"2022081707574707400_ocac087-B17","doi-asserted-by":"crossref","first-page":"71","DOI":"10.1186\/s12913-015-0726-2","article-title":"Using diffusion of innovation theory to understand the factors impacting patient acceptance and use of consumer e-health innovations: a case study in a primary care clinic","volume":"15","author":"Zhang","year":"2015","journal-title":"BMC Health Serv Res"},{"issue":"1","key":"2022081707574707400_ocac087-B18","doi-asserted-by":"crossref","first-page":"318","DOI":"10.1186\/1472-6963-11-318","article-title":"A web-based appointment system to reduce waiting for outpatients: a retrospective study","volume":"11","author":"Cao","year":"2011","journal-title":"BMC Health Serv Res"},{"issue":"8","key":"2022081707574707400_ocac087-B19","doi-asserted-by":"crossref","first-page":"281","DOI":"10.1007\/s10916-019-1383-5","article-title":"Effect of an online appointment scheduling system on evaluation metrics of outpatient scheduling system: a before-after multicenter study","volume":"43","author":"Habibi","year":"2019","journal-title":"J Med Syst"},{"issue":"2","key":"2022081707574707400_ocac087-B20","doi-asserted-by":"crossref","first-page":"e20","DOI":"10.2196\/jmir.1281","article-title":"Online communication between doctors and patients in Europe: status and perspectives","volume":"12","author":"Santana","year":"2010","journal-title":"J Med Internet Res"},{"issue":"2","key":"2022081707574707400_ocac087-B21","doi-asserted-by":"crossref","first-page":"127","DOI":"10.1016\/j.amjoto.2016.11.004","article-title":"The financial impact of clinic no-show rates in an academic pediatric otolaryngology practice","volume":"38","author":"Huang","year":"2017","journal-title":"Am J Otolaryngol"},{"issue":"5","key":"2022081707574707400_ocac087-B22","doi-asserted-by":"crossref","first-page":"448","DOI":"10.1177\/1049909120952322","article-title":"If You Call Them, They Will Come\u201d: a telephone call reminder to decrease the no-show rate in an outpatient palliative medicine clinic","volume":"38","author":"Lagman","year":"2021","journal-title":"Am J Hosp Palliat Care"},{"issue":"2","key":"2022081707574707400_ocac087-B23","doi-asserted-by":"crossref","first-page":"165","DOI":"10.1097\/NCQ.0000000000000434","article-title":"Reducing missed appointments for patients with HIV: an evidence-based approach","volume":"35","author":"Adams","year":"2020","journal-title":"J Nurs Care Qual"},{"issue":"4","key":"2022081707574707400_ocac087-B24","doi-asserted-by":"crossref","first-page":"251","DOI":"10.1177\/2150131913498513","article-title":"No-show to primary care appointments: why patients do not come","volume":"4","author":"Kaplan-Lewis","year":"2013","journal-title":"J Prim Care Community Health"},{"issue":"6","key":"2022081707574707400_ocac087-B25","doi-asserted-by":"crossref","first-page":"e0234817","DOI":"10.1371\/journal.pone.0234817","article-title":"It\u2019s how you say it: systematic A\/B testing of digital messaging cut hospital no-show rates","volume":"15","author":"Senderey","year":"2020","journal-title":"PLoS One"},{"key":"2022081707574707400_ocac087-B26","doi-asserted-by":"publisher","first-page":"014556131989315","DOI":"10.1177\/0145561319893157","article-title":"No-show rates in employed otolaryngology practice","author":"Comer","year":"2019","journal-title":"Ear Nose Throat J"},{"issue":"2","key":"2022081707574707400_ocac087-B27","first-page":"28","article-title":"Engagement and empowerment through self-service","volume":"32","author":"Endriss","year":"2016","journal-title":"Benefits Q"},{"issue":"Suppl_1","key":"2022081707574707400_ocac087-B28","doi-asserted-by":"crossref","first-page":"i19","DOI":"10.1093\/jrr\/rry013","article-title":"Data collection of patient outcomes: one institution\u2019s experience","volume":"59","author":"Whitaker","year":"2018","journal-title":"J Radiat Res"},{"key":"2022081707574707400_ocac087-B29","doi-asserted-by":"publisher","first-page":"109634802098763","DOI":"10.1177\/1096348020987633","article-title":"Self-service technology in the hospitality and tourism settings: a critical review of the literature","author":"Shiwen","year":"2021","journal-title":"J Hosp Tour Res"},{"issue":"6","key":"2022081707574707400_ocac087-B30","doi-asserted-by":"crossref","first-page":"860","DOI":"10.1093\/jamia\/ocaa051","article-title":"Rapid design and implementation of an integrated patient self-triage and self-scheduling tool for COVID-19","volume":"27","author":"Judson","year":"2020","journal-title":"J Am Med Inform Assoc"},{"key":"2022081707574707400_ocac087-B31"},{"key":"2022081707574707400_ocac087-B32"},{"issue":"3","key":"2022081707574707400_ocac087-B33","doi-asserted-by":"crossref","first-page":"456","DOI":"10.1007\/s10900-010-9327-5","article-title":"The digital divide at an urban community health center: implications for quality improvement and health care access","volume":"36","author":"Denizard-Thompson","year":"2011","journal-title":"J Community Health"},{"key":"2022081707574707400_ocac087-B34","first-page":"242","article-title":"Patients\u2019 perceptions of web self-service applications in primary healthcare","volume":"178","author":"Zhang","year":"2012","journal-title":"Stud Health Technol Inform"},{"key":"2022081707574707400_ocac087-B35","first-page":"176","article-title":"Patients\u2019 adoption of the e-appointment scheduling service: a case study in primary healthcare","volume":"204","author":"Zhang","year":"2014","journal-title":"Stud Health Technol Inform"},{"key":"2022081707574707400_ocac087-B36","first-page":"3","volume-title":"World Congress on Engineering and Technology; Innovation and Its Sustainability 2018 in Manila, Philippines. WCETIS 2018. EAI\/Springer Innovations in Communication and Computing","author":"Mendoza","year":"2020"},{"issue":"3","key":"2022081707574707400_ocac087-B37","doi-asserted-by":"crossref","first-page":"220","DOI":"10.4258\/hir.2020.26.3.220","article-title":"Impact of digital divide on the adoption of online patient portals for self-motivated patients","volume":"26","author":"Otokiti","year":"2020","journal-title":"Healthc Inform Res"},{"issue":"6","key":"2022081707574707400_ocac087-B38","doi-asserted-by":"crossref","first-page":"941","DOI":"10.1053\/j.ajkd.2020.10.013","article-title":"Mobile Health (mHealth) technology: assessment of availability, acceptability, and use in CKD","volume":"77","author":"Schrauben","year":"2021","journal-title":"Am J Kidney Dis"},{"issue":"6","key":"2022081707574707400_ocac087-B39","doi-asserted-by":"crossref","first-page":"474","DOI":"10.1136\/emermed-2020-210896","article-title":"Digital disparities: designing telemedicine systems with a health equity aim","volume":"38","author":"Samuels-Kalow","year":"2021","journal-title":"Emerg Med J"},{"issue":"2","key":"2022081707574707400_ocac087-B40","doi-asserted-by":"crossref","first-page":"e16407","DOI":"10.2196\/16407","article-title":"Barriers and facilitators that influence telemedicine-based, real-time, online consultation at patients\u2019 homes: systematic literature review","volume":"22","author":"Almathami","year":"2020","journal-title":"J Med Internet Res"},{"key":"2022081707574707400_ocac087-B41"},{"issue":"9","key":"2022081707574707400_ocac087-B42","doi-asserted-by":"crossref","first-page":"e27403","DOI":"10.2196\/27403","article-title":"Consumer perspectives on maternal and infant health apps: qualitative content analysis","volume":"23","author":"Biviji","year":"2021","journal-title":"J Med Internet Res"},{"issue":"6","key":"2022081707574707400_ocac087-B43","doi-asserted-by":"crossref","first-page":"263","DOI":"10.3928\/00220124-20190516-06","article-title":"The importance of patients\u2019 perceptions of technology: reminders for nursing care delivery","volume":"50","author":"Waidley","year":"2019","journal-title":"J Contin Educ Nurs"},{"key":"2022081707574707400_ocac087-B44","doi-asserted-by":"crossref","DOI":"10.1007\/978-981-10-4068-9","volume-title":"Patient Involvement in Health Technology Assessment","author":"Facey","year":"2017"},{"issue":"3","key":"2022081707574707400_ocac087-B45","doi-asserted-by":"crossref","first-page":"e000530","DOI":"10.1136\/fmch-2020-000530","article-title":"Telemedicine, the current COVID-19 pandemic and the future: a narrative review and perspectives moving forward in the USA","volume":"8","author":"Kichloo","year":"2020","journal-title":"Fam Med Com Health"},{"issue":"3","key":"2022081707574707400_ocac087-B46","doi-asserted-by":"crossref","first-page":"e212618","DOI":"10.1001\/jamanetworkopen.2021.2618","article-title":"In-person and telehealth ambulatory contacts and costs in a large US insured cohort before and during the COVID-19 pandemic","volume":"4","author":"Weiner","year":"2021","journal-title":"JAMA Netw Open"}],"container-title":["Journal of the American Medical Informatics Association"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/academic.oup.com\/jamia\/article-pdf\/29\/9\/1637\/45444444\/ocac087.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"syndication"},{"URL":"https:\/\/academic.oup.com\/jamia\/article-pdf\/29\/9\/1637\/45444444\/ocac087.pdf","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2023,2,7]],"date-time":"2023-02-07T00:49:27Z","timestamp":1675730967000},"score":1,"resource":{"primary":{"URL":"https:\/\/academic.oup.com\/jamia\/article\/29\/9\/1637\/6597052"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2022,6,2]]},"references-count":46,"journal-issue":{"issue":"9","published-online":{"date-parts":[[2022,6,2]]},"published-print":{"date-parts":[[2022,8,16]]}},"URL":"https:\/\/doi.org\/10.1093\/jamia\/ocac087","relation":{},"ISSN":["1527-974X"],"issn-type":[{"value":"1527-974X","type":"electronic"}],"subject":[],"published-other":{"date-parts":[[2022,9,1]]},"published":{"date-parts":[[2022,6,2]]}}}