Online booking

Online booking systems have consistently been identified in studies as a crucial strategy for increasing participation among younger patients.

One study found that over half of overdue women struggle to reach a receptionist for appointment bookings, with a third facing difficulties phoning for appointments due to their work hours. Women with multiple barriers were identified as preferring the use of online booking methods, especially through smartphone-friendly websites15.

Introducing online booking may overcome the barriers to reaching those who share characteristics with the portraits of Samira, Molly, Ellie, or Victoria.

Planning and implementing online booking

Surgeries may be at different stages in the implementation of online booking and some of the following advice may not be relevant. If your surgery does not currently offer online booking, perhaps you could introduce it in a staged approach with cervical screening as a trial appointment type. If your surgery already offers online booking, you may consider making certain appointment times available only for booking of cervical screening appointments.

 Plan
Assess readiness Evaluate the surgery’s current infrastructure and resources to determine readiness for implementing online booking for cervical screening.
Consult NHS guidance The resources below may be helpful:

·         GP Good Practice Guide section on online appointment booking

·         NHS Digital guidance on the requirements for online appointment booking

·         NHS Digital GP appointments data dashboard and guidance

·         NHS England support and resource guides
Staff awareness Conduct training sessions to ensure all staff members understand the functionality of the online booking system and are well-versed in the surgery’s online booking policies. Additionally provide training on how to effectively encourage and explain to patients the benefits and simplicity of booking screening appointments online.
Promote
Patient education Provide clear and concise information on the surgery’s website, social media channels, and in-office materials about the availability and benefits of online booking for cervical screening appointments. Highlight the convenience, ease, and flexibility of booking appointments online.
Website Ensure that the surgery’s website is user-friendly and mobile-responsive, with prominently displayed buttons or links for online booking. Include step-by-step instructions on how to navigate the online booking system for cervical screening appointments.
Text reminders Send out text reminders to eligible patients, reminding them to schedule their cervical screening appointments and providing direct links to the online booking platform for convenience.
Social media Launch targeted social media campaigns to raise awareness about online booking for cervical screening appointments. Share informative posts highlighting the benefits of booking online and how to access the service.
In-surgery promotion Display posters, flyers, or digital screens in the waiting area and examination rooms promoting online booking for cervical screening appointments. Ask receptionists to inform patients about the option of booking online.
Patient engagement platforms Leverage patient engagement platforms such as patient portals, mobile apps, text messages, phone calls, websites, social media, and online messaging systems to promote availability of online booking.
Execute
Launch online booking

 

 Thoroughly test the system to ensure functionality, usability, and security before launch, guaranteeing a seamless and secure experience for patients. Launch the online booking system for cervical screening appointments once testing is complete.
Provide ongoing support Provide continuous support to both patients and staff to resolve any technical issues or concerns related to online booking.
Evaluate
Usage and adoption rates Monitor the usage and adoption rates of the online booking system for cervical screening appointments by tracking the number of appointments booked online, assessing conversion rates, and gathering patient feedback.
Patient feedback Gather feedback from patients who used the online booking system to assess their satisfaction with the content, clarity of information, and overall experience.
Administrative staff feedback Gather feedback from administrative staff regarding the user-friendliness of the online booking system, and whether patients have raised concerns with them. Additionally, collect information on appointment numbers to assess whether there were enough appointments available at suitable times. Solicit suggestions on how to enhance the booking process to facilitate a better experience for both administrative staff and patients.

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