Streamlining the Medical Imaging Appointment Process
December 4, 2019
Booking Your Medical Imaging Appointment
Nearly every medical imaging scan at Insight requires scheduling an appointment before your exam. The only exceptions to this rule are x-ray and ECG exams.
This means you must contact our patient care centre before visiting any of our clinics for the following exams:
Contacting our Patient Care Centre
Appointments at Insight Medical Imaging must be booked over the phone, with help from one of our patient care coordinators.
Their role is to find you the earliest appointment possible, at a clinic most convenient for you, and to ensure that you have been properly informed about potential exam preparations before your appointment.
Three Ways to Reach our Patient Care Centre:
- You can call our patient care centre and wait to talk to a coordinator.
- You can call our patient care centre and leave a call-back request.
- You can submit an online booking request through our website.
Waiting to Talk to a Patient Care Coordinator
Most patients choose to wait on hold to speak with a coordinator. While this is a traditional method of booking your exam, sometimes you will be on hold longer than we would like due to the high volume of calls we process each day.
On average, our patient care centre will talk to 35,000 – 40,000 patients each month! This number is usually higher at the start of each week, around 2,000 calls on average, each Monday.
While our team of coordinators does their best to provide timely service to avoid long wait times, it is vital that they receive and communicate accurate exam information to every patient.
Don’t Sit on Hold, Let us Call You
We understand waiting on hold can be incredibly frustrating. That is why we have developed two alternative solutions so that you can continue with your day, and our team of coordinators will reach out to you when you are next in our queue.
Leaving a Call-back Request
Our team has implemented a call-back system that allows callers to leave a message for a return call without losing their position in line (the queue). The call-back will be placed once the patient’s request makes it to the top of the queue.
How Do I Use the Call-back System?
The system will prompt the caller, 45 seconds into the hold time, and will continue to repeat every 30 seconds to allow callers the ability to register a call-back.
The prompt will provide instructions on how to register a call-back. Simply put, the caller presses the * key to register a call-back during delay announcements.
How Quickly Can I Expect a Return Call?
Callers with active call-back’s in the system will receive a return call once their request makes it to the top of the queue.
Usually, patients can expect a return call within 30 minutes after registering a call-back. But please be aware that this is subject to change based on call volume and additional call-back requests that have already been filed.
If the call has been registered after business hours, they will receive a call-back the next business day.
Likewise, if the call has been registered near the end of the day, you might have to wait until the next business day before receiving a call-back.
Is This System Available for Use Only on Certain Days and Times?
While the system is active 24 hours a day, seven days a week, it will only prompt callers after 45 seconds. If there are no queue calls waiting, a call-back prompt will not be presented.
As mentioned, this feature is available to callers calling 780-669-2222 any time of the day 365 days/year. We return after hour call-backs on the following business day.
What Happens to My Call-back If I Don’t Answer When Someone Does Call Me Back?
The call-back will be delayed for one hour or up to one business day (depending on the circumstance) for another attempt.
Is the Call-back Option Only Available to Busier Queues?
No. We value all calls in our patient care center regardless of their inquiry and have made this feature available on all queues 24/7.
Submitting an Online Booking Request
An additional call-back system can be found by visiting our book an exam page where patients submit information through our website. The information is securely encrypted and forwarded to our patient care centre.
Once you submit your form, you will automatically be placed in the queue and a patient care coordinator will reach out to book your appointment when it is your turn.
How Do I Use the Online Booking Request System?
Patients will enter specific information into a form on our website based on which exam they would like to schedule. This information includes their first name, last name, date of birth, healthcare number, email, phone, exams required, and an option to select a preferred clinic.
Patients can also upload an image of their requisition during the booking request process, so they do not have to bring the physical form with them to their appointment.
For your convenience, Insight Medical Imaging accepts all requisitions from all diagnostic imaging providers.
Visit our Daily Insight post to learn everything you need to know about requisition forms, including their purpose, why they look different, benefits to patients, and why they are so important to your health journey.
How Quickly Can I Expect a Call?
Online booking requests will receive a call once their ticket makes it to the top of the queue.
Typically, patients can expect a return call within 30 minutes of submitting their request. However, please be aware that there are many factors that can impact this time frame, such as call volume or previously filed requests.
If the request has been registered after business hours, they will receive a call the next business day.
Is Online Booking Restricted on Certain Days or Times?
No! Our online booking system is active 24 hours a day, seven days a week. Our team will return any booking requests made after hours on the next business day.
What Happens to My Request If I Don’t Answer When Someone Does Call Me Back?
The original booking request will be delayed for one hour or up to one business day (depending on the circumstance) for another attempt.
Patient Care Centre Hours of Operation
You can contact our patient care centre by calling 780-669-2222 to book your appointment during the following hours:
Mon – Fri: 8 AM to 8 PM
Sat – Sun: 9 AM to 4 PM
Stat holidays: 9 AM to 4 PM
Simplify Your Next Medical Imaging Appointment
The most frustrating part about booking an appointment over the phone is waiting on hold. We understand this and do our best to keep wait times as short as possible.
However, we strongly encourage our patients to try using our call-back features, so they don’t have to wait in a queue while our patient care centre is inundated with incoming calls.
Leaving a call-back request or submitting an online booking request for your next appointment allows you to continue with your day until one of our patient care coordinators is ready to help you.
Help us improve the patient experience and streamline the appointment booking process at Insight Medical Imaging by using our call-back features.