The Challenge
Sonora Quest Laboratories, a well-known provider of diagnostic testing, was running into a recurring issue with its online appointment system: patients had to create or log into an account to book a visit. While this worked for many, it created unnecessary hassle for new or occasional users, often leading them to abandon the process entirely.
This created a ripple effect for the support team. More than 80% of call center traffic was related to scheduling, with many patients calling because they couldn’t remember their login or didn’t want to make another account. The process was especially frustrating for older adults or caregivers trying to schedule for someone else.
The Approach
Sonora Quest partnered with I-ology to create a simpler way for patients to schedule lab appointments online, without the need for an account. I-ology led the planning, design, and development of this guest scheduling feature to make the process faster and more accessible.
Key Features Included:
Guest Scheduling: Patients can book and manage appointments in just a few clicks, no login required.
Email Management: A secure link in the confirmation email lets patients reschedule or cancel without needing to log in.
Reminders via Text & Email: Automated messages help reduce no-shows and keep patients informed.
Only the Essentials: The form collects just the necessary information, staying fully HIPAA-compliant.
Optional Account Creation: Patients are invited to create an account later to view test results or pay invoices, but it’s not required for scheduling.
With years of experience supporting Sonora Quest’s digital systems, I-ology was able to integrate these new features smoothly while offering guidance on how to keep the experience user-friendly and secure.
The Outcome
More Efficient Operations: The guest scheduling option has lowered call volume significantly, freeing up staff to focus on more complex issues and overall reducing customer service costs.
Improved Patient Experience: New and infrequent users now have a much easier time scheduling appointments. The process is faster, simpler, and more accessible, especially for caregivers or those unfamiliar with online systems.
Secure and Compliant: i-ology ensured every part of the guest experience met HIPAA and security standards. We also helped Sonora Quest avoid risks by providing strategic guidance on features that could have compromised patient data. Behind the scenes, added protections keep sensitive actions secure without slowing down the user.
With this update, Sonora Quest made it easier for patients to book appointments while cutting support costs and protecting sensitive information.