Case Study: Large Health System achieves fourfold increase in online patient bookings and 50,000+ new patients with Experian Health

The impact of online patient self-scheduling on a large health system

One of the nation’s largest health systems—operating 140+ hospitals, 900+ ambulatory facilities and over 2,250 providers—sought a consumer-friendly, scalable self-scheduling experience and implemented an online platform to meet rising patient expectations. The system required a solution that could handle hundreds of thousands of appointments across 20 states, integrate with its EMR in real time, be white-labeled to preserve brand continuity, support call-center scheduling, and provide robust analytics for capacity and performance reporting.

Experian Health’s patient scheduling platform met those needs and was launched across the enterprise, with 2,250+ providers live and 245,000+ self-scheduled appointments in the last year. The rollout produced a fourfold increase in bookings from targeted campaigns, a 25% lift in referral capture via call centers, and attracted over 50,000 new patients annually while supporting roughly 200,000 appointments by existing patients. Patients gained convenient mobile, anytime booking (including same/next-day and flu-shot scheduling), and leaders now use real-time dashboards to optimize capacity, onboarding, and access across the system.