MyHealth1st launched in 2012 to help transition the experience patients have when engaging with a healthcare system that hasn’t greatly changed in almost a century. MyHealth1st offers the conveniences we have come to expect as customers in the online world, as well as to the way that healthcare businesses engage with patients. We started by changing the ways in which patients can book an appointment. Now anyone can book an appointment, any time day or night, on any device with an Internet connection.
Today, the company behind the MyHealth1st platform, 1st Group Ltd (an ASX listed company) now services over 11,500 businesses/practices and has taken over 12.5m online appointments to date. In 2020 alone, MyHealth1st is expected to facilitate around 4m online appointments.
Given how dependent all of us have become to the conveniences of online searches, purchases, booking, social interactions and education, it’s not hard to understand why this transition to online patient engagement has taken off so strongly.
There is significant opportunity to improve the experience for GP’s and patients in terms of referral to a specialist by leveraging these same technologies, thereby ensuring better outcomes for patients and a more efficient experience for GPs and their staff.
Over the years the team at MyHealth1st have gained significant experience in helping practices prepare for this transition and to maximise the value of the MyHealth1st online healthcare marketplace. MyHealth1st, the MyHealth1st Marketplace and other services are what enables StVincentsPriority.com.au.
The following 6 simple tips will ensure your practice receives the maximum benefit from MyHealth1st and StVincentsPriority.com.au
Tip 1: Ensure you have the MyHealth1st BookNow button throughout your website
The MyHealth1st BookNow button allows referring GPs and patients to click and book an appointment from your website, social media pages and blogs in a few simple steps. Ensuring that BookNow buttons are well placed, easily accessible and featured throughout your online site(s) makes it easier for patients or GPs to book and more likely that they’ll take that next step and convert from being a visitor to a patient.
Every page that a patient is likely to look at - services or treatment types, locations, specialties and the like should feature a MyHealth1st BookNow button. Placing the button at the top of the page rather than at the footer also means that a patient is more likely to see the button and click, as not everyone is likely to scroll all the way down to the bottom of a page. That said, having a BookNow button at the top and bottom of a page maximises exposure.
Note that the MyHealth1st team can provide you with assistance in adding these buttons to your website. This service is typically provided at no cost. Alternatively, we can provide the details on installing a MyHealth1st BookNow button to your website developer.
Tip 2: Let your existing GP referral network know that they can check your availability now online
Emailing/Writing to your network of referring GPs letting them know that you are available for online bookings can greatly increase your referral rate. When a GP is looking to refer a patient to a practice, they may go to the first name on their list, or search through Google or another resource before handing a referral letter to the patient and sending them home to call and book an appointment, or have their staff assist the patient to book.By letting your referrers know that you have the MyHealth1st online appointment service available and accessible through your website, St Vincent’s Priority and MyHealth1st.com.au, the GP and patient can book an appointment on the spot with your practice, choosing a time and date that is convenient for the patient.
It will be the first time a referring GP has online visibility of your first available appointments. This will likely be very exciting to them.
Tip 3: Add to your practice telephone on-hold notice instructions to book with you online
Simply enabling online appointments isn’t enough to guarantee bookings - your practice will also benefit from letting all patients know that they can now quickly and easily book an appointment with you online, any time of day or night. Changing your on-hold messaging to let people know that they can visit your website and book online, is another easy great tip. Nobody likes being kept on hold and being told that their time matters, so many people waiting on hold for front desk staff to take their booking will be more than happy to hang up and book an appointment online, particularly for those that call you after hours.
Tip 4: The more available appointments you show delivers exponential online results
While some practices might prefer to restrict online booking availability to a few days a week or only certain times of the day, having more appointment times available will greatly increase your number of bookings.
Being able to book a healthcare appointment online is a huge convenience for patients, but if they try to book an appointment with your practice and find out that they can only book an appointment on a Friday, or between the hours of 8:30am and 11:00am, if those times aren’t convenient for them, they will look elsewhere to make an appointment.
Having all available appointment slots accessible for online bookings doesn’t mean you can’t take bookings by phone or walk-ins. You can still book appointments in traditional ways and enter them through your PMS or MyHealth1st admin page. Having expanded availability simply means that patients are more likely to find an appointment time convenient for them, making them more likely to book an appointment with you.
Don’t worry, the MyHealth1st system has been specifically designed not to display your full week’s availability in one click. Patients will see your earliest appointments first.
Tip 5: Review your MyHealth1st online profile - it is a key driver for appointments
When prospective patients are searching for healthcare through either StVincentsPriority.com.au or MyHealth1st.com.au, the first thing they will see representing your practice is your practice profile . The practice profile is broken into a number of sessions, and having them all completed ensures that patients looking for healthcare will be able to see what your practice offers, what sets it apart and why they should book an appointment.
The practice title and description is where you should enter all the relevant information about you and your practice, and communicate the story of your business, how and when you started your practice, what makes it unique and why customers should choose you.
The “Services We Provide” section is where you should list all of the services available at your practice. Not only will this give an indication if the practice is right for a patient, it also makes your practice more easily found in searches.
The final part of your practice profile may seem simple - an image to illustrate your practice - but you may want to opt for a practitioner photo rather than an image of the practice or a practice logo. Using a logo or picture of a practice may look professional, but it may also come across as cold or businesslike. Giving the practice a human face makes it more friendly and inviting.
Contact the team at MyHealth1st should you require assistance with accessing your profile page.
Tip 6: Let your existing patients know that they can easily book appointments with you online for future appointments via your website
Simply enabling online appointments isn’t enough to guarantee bookings - it is also valuable to let your existing patients know that they can now book online, any time of day or night. Changing your on-hold messaging to let people know that they can book online, is an excellent first step, as many people on hold waiting for front desk staff to take their booking will be more than happy to hang up and book an appointment online. You can even add instructions as a footer to all of your letters too, perhaps something like:
“You can now book an appointment online via our website [insert website address] 24/7”
Sending email or SMS messages to your existing pool of patients to let them know online bookings are now available is also an excellent way of getting the information out. MyHealth1st also has systems that make creating bulk communications a breeze, so you can inform all of your existing patients in a few easy steps and even include a direct link to your booking page.
MyHealth1st and St Vincent's Priority are committed to providing both practices and patients with the tools to ensure a convenient and effective healthcare experience by leveraging our experience and technology.
