MUSC faced a common challenge: their digital scheduling was broken. Patients needed to remember MyChart passwords, navigate through 15+ clicks, and could only call for appointments between 9-5. In partnership with DexCare, MUSC reimagined their entire digital front door as a complete digital entryway that shows real-time availability 24/7. The results: 78,000 patient visits in just six months, with 95% being new to the system, all without a single advertisement.
The implementation required cleaning up messy data, rebuilding schedules specialty by specialty, and winning over skeptical physicians. Crystal and her team started with five easy specialties, spent significant time with each department, and let early success create momentum. One department that initially refused to participate came back asking to be moved up in the queue after seeing primary care results.
The outcomes go beyond patient acquisition. MUSC’s Press Ganey scores for ease of scheduling reached the top decile. Physicians started using the platform to look up colleagues for referrals. Call center volume decreased as patients found what they needed online. Patients who once spent hours trying to book appointments can now schedule care in minutes from their phones.
