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Results Delivered. Performance Improved.
Improve Patient Access and
Increase Revenue Without
Adding Physicians or
Available Clinic Hours
Webinar | April 17, 2018 | 12:00 PM CST
Mary BakerChief Clinical Operations Officer
ProHealth Care
Presenters
2
Brandt JewellDirector
Prism Healthcare Partners
Improve Patient Access and Increase Revenue Without Adding Physicians or Available Clinic Hours
How do you define patient access?
3
Improve Patient Access and Increase Revenue Without Adding Physicians or Available Clinic Hours
What challenges are associated with
improving patient access for individual
providers and medical groups?
4
Improve Patient Access and Increase Revenue Without Adding Physicians or Available Clinic Hours
What are the primary drivers of
restricted patient access for most
provider practices and what impact do
provider schedules and templates have?
5
Improve Patient Access and Increase Revenue Without Adding Physicians or Available Clinic Hours
1. Rigid scheduling templates and unique provider preferences
2. Restrictions and/or complex scheduling rules or algorithms
3. Not empowering staff (or enough staff) to make scheduling decisions
4. Challenging patient populations with high no-show and cancellation rates
Primary Drivers of Restricted Patient Access
6
Patient scheduled for a 45
minute visit at 8:30am, leaving
2 unbookable 15 minute slots
open (at 8:15AM and 9:15AM),
which could have been used for
a single 30 minute visit
Blocked physician time that
requires MD permission to
schedule a patient
Appointment note does not
provide adequate information to
allow for potential scheduling /
resource adjustments
What are the benefits of improving
access for patients? For providers?
For a hospital or health system?
7
Improve Patient Access and Increase Revenue Without Adding Physicians or Available Clinic Hours
Patients• Easier / faster access to care
• Enhance satisfaction
• Increase loyalty
Hospital / Health System
• Increase revenue
• Optimize provider productivity
• Inform strategic decisions
• Expand market share and better determine demand
Providers
• More balanced schedule
• Increase productivity
• Less provider input required
• More effective scheduling: key appointment types, patterns, and auto-release
Benefits of Improving Patient Access
8
Improve
Patient
Access
Improve Patient Access and Increase Revenue Without Adding Physicians or Available Clinic Hours
How can organizations enhance
revenue by improving patient access?
9
Improve Patient Access and Increase Revenue Without Adding Physicians or Available Clinic Hours
Financial Benefit of Improving Access
10
Providers are able to see more patients in a clinic session
• More appropriate visit types and lengths
• Fewer vacant appointment slots
• Simplified templates enable staff to fit in more patients
Staff are able to more effectively manage schedules and patients
• More efficient communication with reduced messaging and call backs
• Clinical staff and providers spend less time approving or managing scheduling decisions
Patient
Revenue
Staff
Expense
Improve Patient Access and Increase Revenue Without Adding Physicians or Available Clinic Hours
Which specific strategies and
solutions can improve patient access?
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Improve Patient Access and Increase Revenue Without Adding Physicians or Available Clinic Hours
Patient Access Strategies and Solutions
12
• Consistent visit lengths / definitions as well as standard definitions of a clinic session and patient contact hours per FTE
• Simplify scheduling algorithms and restrictions at the specialty level
• Strengthen scheduling documentation to facilitate more efficient visits
Enhance provider scheduling efficiency with consistent criteria and protocols
• Cross train staff and provide layers of scheduling support
• Empower schedulers to make decisions and reduce the need for clinical staff or providers to get involved
• Institute some degree of centralization
Better utilize scheduling resources to manage provider schedules
• Establish clear protocol for cancelling clinic session or slots
• Remove unnecessary holds or blocked patient contact time
Reduce un-booked appointment slots and gaps on provider schedules
Improve Patient Access and Increase Revenue Without Adding Physicians or Available Clinic Hours
Patient Access Strategies and Solutions
13
• Utilize objective criteria and data to support decisions
• Hold providers accountable to prevent reversion
Establish consistent policy and process to manage practice closures
• Define roles and responsibilities and enforce accountability
• Coordinate APP recruitment plan to support patient access objectives
Standardize APP utilization and protocols
• Utilize consistent definitions, policies, and patient communication
• Implement reminders and contingencies for chronic no-show patients
Reduce impact of no-shows and cancellations
• Include physicians early in the solution development process
Engage physician leaders across the organization
Improve Patient Access and Increase Revenue Without Adding Physicians or Available Clinic Hours
Example: Practice Assessment Tool
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Improve Patient Access and Increase Revenue Without Adding Physicians or Available Clinic Hours
Metric Less Than Between Greater Than
RAF Score 1.0 1.0-1.14 1.14
Number of visits per panel 1.8 1.9-2.2 2.21
% of Patients Over 55 50% 51%-79% 80%
% of Medicare/Medicaid 35% 36%-54% 55%
Functional Panel Size* 1,800 1,801-2,099 2,100
3rd Next Avail - Physical 69 70-111 112
3rd Next Avail - 30 Min FU 46 47-64 65
Average Lag Time 51 52-60 61
Example of Practice Closure Evaluation Criteria
Used to objectively and consistently evaluate an individual provider practice
Does not ultimately determine whether a practice is opened or closed
How can organizations engage
physician leaders and administrators
to implement sustainable change?
15
Improve Patient Access and Increase Revenue Without Adding Physicians or Available Clinic Hours
Committee Structure Example
16
Long-term physician
leadership groups
Monthly meetings
Project-oriented
Physician and admin leaders
Bi-weekly or monthly meetings
Clinic Practice
Operations Council
Clinical Operations
Team
Physician
Advisory
Team
Ambulatory Care
Redesign
Operational Team
ACR Strategic
Steering Team
Executive Steering
Committee
Physician leaders
drive communication
Improve Patient Access and Increase Revenue Without Adding Physicians or Available Clinic Hours
Engaging Physicians: Validate the Issues
17
1530
4560
45
Physician Example Unbookable Minutes1 week = 195 minutes
Mon Tue FriThuWed
23%
49% 47% 46%
38%
45%
PCP 1 PCP 2 PCP 3 PCP 4 PCP 5 PCP 6
Productivity PercentilePhysicians with Closed Practices
1215
1 1
37
0
PCP 1 PCP 2 PCP 3 PCP 4 PCP 5 PCP 6
"Unbooked" Hours: Primary Care3 months
Improve Patient Access and Increase Revenue Without Adding Physicians or Available Clinic Hours
How can organizations effectively
monitor and manage patient access?
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Improve Patient Access and Increase Revenue Without Adding Physicians or Available Clinic Hours
Monitoring Patient Access
19
Clinic LocationMGMA
Productivity %tile
Avg. Un-booked
Hours/Month
No-Show
Rate
Cancellation
RateSlot Utilization
Clinic 1 47% 115 15% 5% 87%
Clinic 2 65% 69 8% 11% 95%
Clinic 3 57% 76 17% 15% 89%
Clinic 4 59% 26 6% 3% 98%
Primary Care Location
Patient
Experience(Recommend)
Baseline Current
Clinic 1 92.2 93.6
Clinic 2 88.9 91.0
Clinic 3 88.2 92.3
Clinic 4 90.9 95.6
Clinic 5 90.0 96.9
Clinic 6 94.0 95.0
Clinic 7 95.5 92.0
Clinic 8 95.5 92.6
Clinic 9 87.5 97.8
Clinic 10 90.8 94.6
Clinic 11 95.5 88.0
Clinic 12 50.0 75.0
Improve Patient Access and Increase Revenue Without Adding Physicians or Available Clinic Hours
Monitoring Patient Access
20
Physician Minutes
Gained
Slots
Gained
A 12,815 1,282
B 12,495 1,249
C 16,410 1,641
Total 41,720 4,172
13848 4019 32 27
New Patient Physicial 30 Min F/U
Change in 3rd Next Available ApptDays to 3rd Next
Baseline Current
Improve Patient Access and Increase Revenue Without Adding Physicians or Available Clinic Hours
Mary BakerChief Clinical Operations Officer
ProHealth Care
Brandt JewellDirector
Prism Healthcare Partners
Questions?
21
Improve Patient Access and Increase Revenue Without Adding Physicians or Available Clinic Hours
