St. Louis-based SSM Health improved its patient access capabilities by increasing its online appointment booking completion rate fourfold, according to a report in Becker’s Hospital Review.
The 23-hospital health system implemented DexCare, infrastructure for patient navigation developed by Providence and spun out in 2022. The platform connects scheduling data across EMRs, workflows, and access points so health systems can route patients to available care, regardless of where they enter or what modality they need.
Addressing the Digital Experience Gap
Geoff Wester, who serves as director of digital patient engagement strategy at SSM Health, told Becker’s that healthcare organizations face a substantial gap compared to other consumer-facing industries. He noted that sectors such as hospitality, banking, and travel have advanced much further in meeting consumer expectations for digital services.
Patients frequently attempt to book appointments through online channels but encounter barriers related to system access and technology limitations, an issue that affects healthcare providers nationwide.
Patient Scheduling Improvements Drove Results
SSM Health’s online booking completion rate climbed from approximately 20% to as high as 80% following the platform implementation. According to Wester’s comments, achieving these results requires addressing fundamental technical issues including website load times and real-time appointment availability.
The new patient-scheduling experience incorporates features common to e-commerce platforms—where customers are won or lost in seconds—including advanced filtering and sorting capabilities, along with natural language processing for search.
The platform also presents patients with alternative care options they may not have initially considered—such as nearby urgent care facilities or telehealth appointments—to nudge and route patients to more convenient, appropriate venues of care.
“Consumer expectations have changed for healthcare. The hospitality industry, banking and travel are light years in front of us. So how do we get there as an organization?”
Geoff Wester, director of digital patient engagement strategy, SSM Health. (Becker’s Hospital Review, 2025)
Virtual Care Growth
SSM also reported a 20% increase in virtual visits, adding roughly 50,000 new telehealth appointments over the past year. Wester characterized the platform as providing a more consumer-friendly experience saying it’s a “more shoppable kind of experience that delivers care options quickly.”
He emphasized to Becker’s that the initiative required coordination across multiple departments, including operations, analytics, technical teams, and marketing and communications divisions.
SSM Health plans to continue expanding its online scheduling capabilities and intends to introduce on-demand virtual visit options.
