What is a carve-out model?
In a ‘carve-out’ model some appointments are reserved, or ‘carved out’ of the regular schedule, for certain types of care.
In the example schedule below, appointment slots have been ‘carved out’ or set aside for pediatric patients, physical exams and urgent issues.
Why are carve-outs not the best solution?
On the surface, carve-outs appear to be a solution for meeting patients’ care needs in a timely way, but they actually lead to unforeseen challenges.
Challenges carve-outs can create:
A patient booking a periodic health exam would be in the queue for the next available ‘physical’ appointment time slot that works with their schedule. The wait may be significantly longer than if they were simply booking the next two consecutive 10-minute time slots convenient for them.
Carve-outs are not considered part of the regular schedule, and receptionists often can’t find a ‘qualifying’ patient to fill the spot on short notice. This results in wasted supply.
It can be difficult to determine who fits the criteria for certain carve-out appointment types. Also, patients will often try to ‘bargain’ to get an appointment.
For those doing the scheduling, the increased complexity and negotiation with patients and providers to find an appropriate appointment slot results in frustration and wasted time.
Booking patients into the next available appointment slot(s) is generally a much simpler process.
A patient may seek care elsewhere (diminishing the benefits of continuity), or ‘no show’ when their issue resolves and they forget about the appointment (creating wasted time in the day).
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