Transforming Patient Waitlist Engagement with Digital Tools
- Waitlist platform digitisation
- Identity verification and system integration
- Patient interaction automation
- Waitlist platform development
- Patient communication interface
- Integrated backend updates
Real-time updates. Reduced delays. Better patient care.
A state jurisdiction's state-based healthcare provider manages outpatient waitlists for over 50,000 patients, varying by urgency and specialty, through paper, phone, and manual processes. Waiting times for neurosurgery and other special clinics reached over 1,000 days in some cases.
Intuit Technologies partnered with the agency to transform how patient waitlist management works, delivering a portal that automates communication, allows patients to update personal details, and supports process efficiencies aligned to a state jurisdiction's digital healthcare provider strategy.
The Problem
- Outpatient waitlists lacked real-time interaction with patients
- Administrative tasks required manual outreach and data collection
- Patient data inaccuracies risked appointment delays
- High no-show and outdated information created inefficiencies
The Business Impact
- Staff spend hours contacting each patient for updates
- Some patients remained on lists longer than clinically necessary
- Risk of mis-prioritisation due to out-of-date information
- Limited visibility across outpatient services
The Solution
Intuit Technologies built a patient waitlist management platform with SMS/email-linked self-service forms:
- Automatically notified patients with links to secure update forms
- Integrated submissions directly into healthcare provider administration systems
- Developed dashboards for real-time monitoring and outreach
- Provided analysis tools for clinic wait time and list trends
The Results
- Outpatient Central Services contacted over 37,000 people to confirm details
- Reduced outdated listings and improved appointment accuracy
- Enhanced patient engagement and reduced wait times
- Staff freed from manual outreach to focus on care coordination
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