Radical Redesign to Decrease Abandoned Calls, Improve Patient Productivity, and Reduce Cycle Times: A Case Study on Improving Patient Access

Many health centers face issues with low productivity that impact finances and long waits to be seen or waits on the phone to speak with a staff member. We attempt new strategies and initiatives, hoping they’ll work, but they never quite stick. This presentation will include a case study of one health center that reduced cycle times by 24 percent, decreased their call abandonment rate by 43 percent, improved real-time charting documentation, and put a plan in place to sustain the operational improvements that were responsible for this change. Attendees will learn tactics they can use to improve each of these data points, which will also improve patient and staff satisfaction. Attendees will leave the workshop with both an understanding of the roadmap to success and concrete tactics that can be implemented immediately to improve operations, and learn which tools and tactics were responsible for sustaining and improving these results over the course of one year and beyond.