Patient Access Case Study on Experience Improvement

This case study details a strategic partnership between a non-profit integrated medical services provider and Ensemble Health Partners, initiated in March 2022, aimed at enhancing patient access and experience. The study outlines how the collaboration leveraged Ensemble's expertise and best practices to streamline pre-access operations. Key improvements included optimizing call flows, updating patient communication processes, and enabling clinical departments to schedule appointments at the time of service. The implementation of a policy for timely authorization notifications aimed to prevent appointment denials. The results of this partnership were significant, showcasing a 14-fold reduction in incoming call abandonment rates, a nine-fold improvement in average call answering time, and over a 10% increase in month-over-month patient experience survey scores. The case study highlights the challenges faced by the provider, including outdated telephone systems and inconsistent pre-registration, which contributed to long wait times and potential appointment abandonment.