Texas Children’s reaches major online scheduling milestone

July 13, 2021

Fueled by the work of a multidisciplinary team, Texas Children’s has officially passed the exciting milestone of 1 million online patient appointments scheduled through MyChart.

Since launching Direct Scheduling in 2018, Texas Children’s has continued to make strides towards ensuring that patients and their families have convenient, easy access to our high-quality services.

Over the past year, under the scope of the Ambulatory Redesign Project, a team including dedicated members from operations and Information Services has worked to enable enhanced online scheduling functionality for our patients and their families.

“Online scheduling is an important part of our ‘customer obsession’ journey,” said Carrie Rys, assistant vice president for the Department of Pediatrics. “This is just one of the exciting ways that we are offering patients greater self-service options through MyChart that they have come to expect.”

The Online Scheduling Redesign Team has implemented all-inclusive online scheduling in 31 specialties across the hospital system, which includes scheduling functionality for new patients, return patients, telemedicine appointments, panel appointments and ticket scheduling.

“It’s so easy now, for instance, for a family to finish up a telehealth visit, then immediately schedule their follow-up visit from their MyChart app on their phone that allows them to see different day and time options that work for them,” said Curtis Yee, practice administrator for Diabetes & Endocrinology and Dermatology. “Without stopping at a check-out desk, we may have missed an opportunity to get that follow up scheduled.”

Texas Children’s section leaders are hearing firsthand about how these optimized functionalities have enhanced the patient experience.

“Online scheduling has helped Neurology improve our engagement with families with establishing new and follow-up care,” said Michael LaRose, practice administrator for Neurology. “We noticed that when patients have more autonomy to select their appointments we see fewer late cancellations and no shows to clinic, improving access for all patients as a result.”

Texas Children’s is in the top 10 percent of pediatric Epic clients for online scheduling utilization, which speaks to the success of countless team members working to educate and support our patients and their families in its use.

The online scheduling journey has been a true success for the organization thus far, and team members expect even greater gains in future months.

“Kudos to our teams activating MyChart, and (for) sharing these tools with families over the years that has put these tools in the hands of so many,” said Sara Montenegro, assistant vice president for Texas Children’s Pediatrics. “I love that this journey has been incremental, and has taught us so much directly from our patients and families.”