Improved Access to Immunization Services: Piloting a Web-based Appointment System

About the Program

Category: Information Technology (Best in Category)

Year: 2014

In 2012-2013, a fully web-based, user-friendly appointment system was funded, designed and piloted at the Health and Human Services Agency’s South Region Public Health Center. The Online Appointment System was designed for customers requesting immunizations, a vital preventive health service. Evaluation data from the ten-week pilot showed a 97 percent customer satisfaction rating and a reduction in clinic wait time to six minutes. The system’s ability to automatically confirm, cancel and send reminder messages, allowed Public Health Center staff to be more efficient and focus on other customer needs. Currently, 35 percent of all South Region Public Health Immunization appointments are scheduled online and customers continue to express high levels of satisfaction. The plan is to expand Online Appointments to other regions and programs. By supporting innovation and building such an improved delivery system, the Online Appointment System aligns with Live Well San Diego, the County of San Diego’s ten-year plan for healthy, safe and thriving communities.