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Schedule Medical Appointment

Easy, efficient appointment scheduling is a significant factor in patient satisfaction. The Schedule Medical Appointment Microjourney™ in Pega Customer Service™ for Healthcare improves patient satisfaction by making appointments easier to schedule and update, making agents more efficient, and connecting the scheduling experience to broader CRM initiatives.

This use case can be utilized by healthcare organizations to schedule new appointments for medical services while interacting with patients or with an authorized contact on the patient's behalf, cancel appointments, or reschedule appointments.

The Schedule Medical Appointment Microjourney is available through assisted service and self-service channels.

Assisted service example: patients can speak or chat with customer service representatives about medical appointments.

Assisted Service

Patients seek support and reassurance from their medical service providers, and that starts when they schedule an appointment. Enable frontline staff to deliver the highest level of care at this key moment of truth.

  1. Find availability by provider and patient preferences.
  2. Scan schedules at a glance and quickly find open time slots.


Patients seeking to update appointment times or dates want to do so quickly and easily. Healthcare organizations can empower patients to submit updates in their preferred channel.

1.    Find, confirm, and act on patient information.
2.    Escalation to a live agent always available.
3.    Dynamically supports multiple paths.


A chatbot is an excellent self-service tool that enables patients to reschedule or cancel appointments. A chatbot guides patients through available options and escalates to live agents for more complex requests.

App Studio provides personas, stages and steps, and data objects in one window.


Personas help you to group users according to the cases they work on, the channels they can access, and the responsibilities they have within a process.

Stages and Steps

Stages and steps show the visual path of the business process. The image below details the stages and steps of this particular Microjourney.

Data Objects

Data objects organize and store data that your Microjourney requires. These categories of data have fields, field mappings, and connections to data sources.

Personas in this Microjourney.


The consumer is a new or returning patient who is scheduling or updating a medical appointment.

Customer service representative

The customer service representative (CSR) schedules appointments and handles other inquiries such as billing or wayfinding.

Stages and Steps

This Microjourney includes the following stages. The application includes separate cases, not shown here, for updating appointments and reminders.

  1. Collect Information: determine the provider and procedure.
  2. Schedule Appointment: find open time slots based on the patient’s preferences.
  3. Capture Special Needs: use social determinants of health to deliver the highest level of care.
  4. Create Reminders: create appointment reminders.
  5. Resolve: commit the appointment to a scheduling system.

Data Objects/Models

This Microjourney orchestrates the consumer, provider, and scheduling data to deliver a smooth scheduling experience for the CSR and patient alike.

6. Retrieve and collect consumer information.
7. Retrieve provider information.
8. Select and commit appointment information.


The figure shows where the CSRs interact with patients throughout the journey to schedule appointments, retain important information, help the patient, and set up appointment reminders and confirmations.

Additional Information

See this article for more information about implementing the Schedule Medical Appointment Microjourney.

Start this Microjourney implementation.

Find more details and step-by-step instructions on implementation below.

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