Oral Presentation

(T10-02) Digital Health Strategies for Enhancing Patient Access

Tuesday, April 25
11:05 AM - 11:24 AM
Location: W331 A

Emerging trends are shifting the focus of Patient Access from a narrow and operational issue, to a broad, value-added capability on the C-Suite agenda.
Improving Patient Access can drive potentially significant benefits to patients, clinicians and health systems including improved quality of care, higher patient and clinician experience scores and increased volumes across the system. Based on our primary research in various markets, health systems can benefit from enhancing Patient Access by:
1) Reducing "true new patient cancelations" (i.e., patients who schedule with our system, cancel/ fail to complete appointments and do not return), which can run into the tens of thousands and cost regional health systems tens of millions of dollars based on our experience
2) Reducing revenue leakage opportunities, which can run into the hundreds of millions of dollars (even when conservative assumptions are applied)
This session will examine the frameworks, strategies and models to enable seamless Patient Access across modalities and technologies, as well as define the required capabilities for providers to achieve their access goals using digital health and telemedicine.
The presenters will:
-Provide our perspective on the capabilities of systems with leading Patient Access
-Discuss the potential benefits of enhancing Patient Access, including improvements in quality of care and system capacity for taking on risk
-Discuss our approach to identifying where the Patient Access issues are occurring (using internal scheduling and cancelation data, as well as external claims data to identify system leakage/uncaptured revenue)
-Highlight the importance of measuring consumer and provider behaviors, focused on willingness around adopting digital health initiatives
-Demonstrate how building tailored programs with prioritized pilots and service lines can help address access challenges
-Discuss some of the key drivers and challenges providers face when implementing digital health and telemedicine programs based on their experiences from the frontlines and the results of a recent KPMG poll* of healthcare providers
-Discuss improving business cases by evaluating the impact of telemedicine and digital health in the context of enhancing Patient Access

Learning Objectives:

Alex White

KPMG Strategy

Alex is a partner in KPMG's healthcare strategy consulting practice. He has 15 years of strategy consulting experience spanning areas including growth strategy, population health management (PHM), physician and consumer engagement and innovation. Alex is primarily focused on provider clients, but he brings a wide range of relevant strategy consulting experience gained from serving clients across sectors including: leading national and regional payers; global health information technology companies; NGOs, government agencies and life-sciences companies.
Alex spends much of his time helping healthcare organizations develop strategies to manage the disruptive trend towards the convergence of clinical and financial responsibilities. Very often this includes helping organizations to identify and prioritize opportunities to improve patient access capabilities at specific intersections between: i) parts of the care continuum (from outreach to treatment and recovery); and ii) the health spectrum (from healthy to EOL).


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