Case Study: Large Health System achieves 150K+ appointments and 91% show rate with Experian Health's Patient Schedule

Large health system improves efficiency and patient experience with Patient Schedule

A large health system wanted to expand omnichannel appointment scheduling in 2019 to improve call‑center efficiency and add online self‑scheduling across 20+ specialties. Agents were forced to consult a complex “provider grid” spreadsheet of provider‑specific rules, making scheduling slow, error‑prone and hard to scale; the client wanted that process automated and patients accurately guided to the right care.

Experian Health deployed Patient Schedule, converting the provider grid into a question‑and‑answer rules engine for agents and the website, and integrated real‑time booking with NextGen. The solution scaled rapidly—150,000 appointments booked in H2 2020 (including thousands of telehealth visits), 21,000 new‑patient bookings in six months and a 91% show rate—while streamlining workflows, reducing system logins and enabling fast COVID‑19 script updates.