Data-Informed Patient Access Improvements Drove System-Wide Transformation

WakeMed Health & Hospitals (WakeMed), a leading provider of health services in North Carolina, identified a need to improve the consistency and ease of patient access but lacked the actionable data to achieve the desired improvements. WakeMed elected to use its data and analytics platform to visualize patient access key performance indicators, including internal and external conversions rates, schedule utilization, new patient visits, cancellations, no-shows, visit type, and patient portal activation rates. After learning from its data, the organization created a new patient contact center, upgraded and improved the patient scheduling process, optimized the patient referral process, and increased the number of outpatient visits by 15 percent. These patient-centered access improvements led to a $25.4 million increase in revenue within a year. Join this session to identify barriers to improving the patient access experience, tactics for transitioning to a data-driven culture, and ways to standardize a change management process.