Right care at the right time: patient led booking in surgical follow up
Wenche Melander, Jeanette KroonAbstract
Introduction
To strengthen patient participation, Region Skåne has mandated that at least half of all outpatient appointments should be directly bookable by citizens through 1177. At the surgical outpatient clinic at Skåne University Hospital in Lund, this transition has recently begun. As part of this quality improvement project, patients are offered the opportunity to schedule their own appointments through an open invitation system. The initiative focuses on two clinical pathways: replacement of percutaneous endoscopic gastrostomy (PEG) and postoperative rehabilitation consultations.
Methods
Patients eligible for PEG replacement or postoperative rehabilitation follow-up were invited to book their appointment via an open invitation sent through 1177. The clinic prepared dedicated schedules with predefined time slots available for self-booking. Booking patterns and patient responses were monitored during the initial implementation period.
Results
A workflow for creating and managing schedules for open invitation booking was successfully established. Several patients booked their appointments independently through the system, demonstrating its feasibility. However, a proportion of patients did not schedule their visit. Reported reasons included forgetting to book within the specified timeframe or not perceiving a need for the appointment at that moment.
Discussion
Allowing patients to book appointments that align with their personal schedules supports autonomy and engagement. However, ensuring that no patient is overlooked and that care remains equitable requires careful system design. While the open invitation model functions well for some patients, others may require additional support or alternative pathways. To optimize timing, accessibility, and participation, a person-centered approach must underpin the implementation of self-booking systems in specialist care.