Elevating Patient Access and The Consumer Experience

Health care organizations are facing increasing pressure to improve patient access and the overall consumer experience. The "Trailblazers" report from the American Hospital Association's Center for Health Innovation provides insights and lessons from health care leaders who have prioritized elevating the consumer experience.

Key takeaways from the report include:

• The "Why": New consumer expectations, a more competitive health care landscape, and declining patient satisfaction scores are redefining the industry. Patient access challenges can lead to patient leakage, a decrease in new patient acquisition, and shrinking "share of wallet". For patients, improving the consumer experience means expanded access, lower costs, and better outcomes. For providers, it leads to clinical, financial, and operational excellence.

• The "How": The report details how to improve patient access through a comprehensive approach focused on people, processes, and technology. This involves adopting a consumer-centric model with four core domains: Clinical Connections, Coordinated Access, Financial Health, and Patient Engagement.

• Case Studies: The report highlights two health systems, Tampa General Hospital and Yale New Haven Health/Yale Medicine, that have successfully embarked on this journey. Tampa General's "Experience Center" program has led to a 75% increase in available online appointments and a 20% decrease in appointment no-show rates. Yale New Haven Health's "Access 365" initiative has increased open CT scan slots by 23% and primary care appointment capacity by over 30%.

This report is a strategic imperative for health care executives as it provides a roadmap for future growth and sustainability by addressing the urgent need to remove friction and improve patient access. It offers practical insights and real-world examples from industry leaders who have successfully navigated this transformation. The information presented can help executives understand the importance of this shift and guide them in staging their own multi-year journeys to create a more consumer-centric health care model.