Simplifying Scheduling at Shannondell

May 10 | Varsha Chaugai

It's saving my assistant director of nursing's time…They no longer have to call families to check on transportation needs—families simply reply through Engage⁺.

Evoke Health image with nurse writing

Challenges

  • Manual Scheduling: Staff relied on spreadsheets and phone calls to coordinate appointments.
  • Last-Minute Conflicts: Families were often unaware or notified too late, causing frustration.
  • Inefficient Workflows: Managing transportation and follow-ups created extra admin burden.

Benefits of Using Evoke Health

  • Automated Notifications: Families updated in real-time, reducing phone calls by 70%
  • Seamless Coordination: Early reminders improved transportation planning and family involvement.
  • Enhanced Transparency: Families actively engaged, reducing complaints and improving trust.

Introduction

Shannondell is a continuing care retirement community (CCRC) located in Audubon, Pennsylvania. The leadership team at Rehab is continuously innovating to enhance care delivery and efficiency. One standout initiative has been the successful digitization of their resident's appointment scheduling process using their existing patient portal, Engage⁺ by Evoke Health.

The Challenge

Kelly Moore, the Director of Nursing, and her team schedule at least 50 external appointments per month. Before Engage⁺, staff used Excel spreadsheets to record appointments. Families were then contacted by phone to confirm appointments and arrange transportation. The process was labor-intensive for staff and often resulted in last-minute updates that increased the likelihood of scheduling conflicts with families.

Kelly described the process as frustrating and inefficient:

“
Families would often be upset, saying they didn't even know about the appointment or were notified too late. It was a pain.

The Implementation

Engage⁺ introduced its calendar feature to simplify scheduling and enhance transparency. Appointments can now be added directly to the platform, automatically notifying families in real-time. Families are also reminded a week in advance of upcoming appointments. This streamlined workflow allows families to confirm transportation or other arrangements well in advance, significantly reducing last-minute conflicts.

The Result

The centralized system not only eliminated redundant processes but also ensured accurate and timely communication between staff and families.

  1. Improved Family Experience:

    2. Families appreciated the transparency and proactive communication, reducing complaints about last-minute updates.

  2. Easily Coordinate Transportation:

    3. Early notifications allowed Shannondell to better utilize its transportation services, avoiding last-minute scheduling conflicts.

    “
    Engage⁺ has made scheduling appointments so much easier. It's a simple tool that creates a big impact, saving time for everyone involved
    – Kelly Moore, Director of Nursing, Rehab at Shannondell
  3. Significant Time Savings:

    4. Shannondell reduced phone calls related to appointments by almost 70%, allowing staff to focus more on resident care.

    Families responded directly through the portal, minimizing the need for follow-ups.

Conclusion

Engage⁺ has revolutionized appointment scheduling at Shannondell by streamlining processes and improving communication with families. These enhancements have reduced staff workload, improved family satisfaction, and ensured efficient use of transportation services. Shannondell's experience highlights the value of adopting modern solutions to address the unique challenges of LTC facilities.

Interested in learning how Evoke Health scan transform scheduling and family engagement at your facility? Contact us today!