Find-A-Doctor Results Redesign & Scaled Scheduling Flows

We redesigned the Find-A-Doctor (FAD) results experience, released as "SuperFAD" in January 2024, bringing provider and scheduling details into a single, streamlined view — and have continued scaling that experience across the system since. Unlike many healthcare systems, which route patients to "request an appointment" forms or MyChart's open scheduling, OhioHealth offers a true guest scheduling experience with real-time dates and times visible up front, with the option (not requirement) for established patients to log into MyChart.

Challenge / Problem

Patients had to click through multiple pages to gather provider and scheduling information, leading to high drop-off and churn. In addition, inconsistent flows between FAD, Mammography, and FAD Profiles created confusion and prevented patients from confirming appointments.

What We Did

We simplified FAD search results by consolidating filters and provider details into one view. Prototypes were validated through usability testing with patients, and leadership buy-in was secured by aligning the redesign with the system's strategic access initiative and operational excellence to increase patient satisfaction. The new design was then extended to Mammography Scheduling and FAD Profiles to scale the impact across multiple services.

This work now ties to a system-wide initiative and board-level goal for online scheduling. Partnering across the system with service line operations, we're expanding provider capacity, opening up access, turning on online scheduling for more providers, and standardizing scheduling templates. This fiscal year, that includes enabling more specialties — Musculoskeletal and Heart & Vascular — along with significant improvements to Women's Reproductive Health scheduling, ahead of a new Women's Center opening in 2027. Urgent Care is currently in flight as the last major scheduling flow to add visible dates and times for patients.

We also extended this friction-reduction work to Urgent Care, partnering with Analytics, UX, and IT to identify and eliminate a duplicate same-day booking issue — patients were able to book multiple same-day Urgent Care appointments, often across locations, inflating no-shows and straining capacity. We designed and rolled out a guardrail across web and mobile that detects an existing same-day booking and prevents a duplicate without a cancellation first.

Impact / Results

• Primary Care conversion increased from 11.5% to 16.5% within four months
• Women's Reproductive Health conversion improved from 12.9% to 19.5%
• Patient satisfaction scores rose 55% (3.08 → 4.08)
• Mammography Scheduling Flow saw a 19.8% YoY increase in appointments
• Adding "available times" to FAD Profiles drove a 10% increase in appointment confirmations
• Financial impact included a 720% revenue growth post-SuperFAD launch and an 86% lift in PCP patient volume
• Exceeded the Marketing department's system-wide online scheduling conversion KPI of 31%, reaching 32.6%
• Appointment confirmations grew from 54,873 (FY25) to 63,913 — a 16.5% increase
• Urgent Care no-shows decreased 40% in the first quarter after the duplicate-booking guardrail launched
• Eliminated duplicate bookings entirely, freeing capacity for patients who needed care