Insight
The Roadmap for Aligning Operations With Technology
Healthcare’s Shifting Business Model Is Impacting Patient Access—Is Your Organization Prepared?
By Tye Cook, Senior Executive Director, Access Transformation
The Shifting Business Model in Healthcare
The healthcare industry has undergone a seismic shift. What was once a system heavily focused on inpatient care has evolved into a model where outpatient services often dominate. Driven by patient preferences for cost-effective care, advances in medical technology, and the increasing shift of procedures from inpatient to outpatient settings, the U.S. outpatient care market is projected to grow by 4.21% annually from 2025 to 2029.
As this trend continues, healthcare organizations must reimagine how they deliver care to meet the growing demand for outpatient services. This effort should begin with patient access, a critical component of the care journey that directly impacts outcomes, satisfaction, and revenue.
This article builds on the principles outlined in Aligning the Operating Model With the Business Model to Evolve Our Healthcare System, which highlights the importance of aligning operations and technology to navigate industry shifts. As healthcare’s center of gravity moves toward outpatient care, the ability to improve patient access will determine whether organizations can remain competitive in this new landscape.
Here’s a roadmap to address inefficiencies in patient access and pave the way for long-term success.
Data: The Key to Improving Patient Access
Data is the foundation of an effective patient access strategy. It enables organizations to make smarter decisions, address inefficiencies, and anticipate needs. To fully leverage data:
Identify the Root Cause of Challenges:
- Is your patient access problem rooted in staffing, workflows, or outdated technology? Breaking down issues at the source can guide better decisions.
Shift to Real-Time Insights:
- Traditional metrics, like average wait times, are no longer sufficient. Use real-time data to drive decisions that enhance access and satisfaction.
Invest in Predictive Analytics:
- Predictive models allow organizations to anticipate cancellations, manage no-shows, and optimize scheduling. For example, overbooking appointments strategically for high-risk no-shows can maximize provider capacity and minimize gaps in the schedule.
With the right data strategy, healthcare leaders can build a more agile and patient-centric approach to access.
The national average wait time for a new patient appointment across specialties is 26 days, with longer delays in urban areas.*
Operations: Matching Supply and Demand
A seamless patient access strategy requires operational alignment between your clinical workforce and patient needs. Here’s how:
Operations Leads the Charge:
- Ensure that operational leaders play a pivotal role in this endeavor.
- Their leadership will ensure that patient access strategies are seamlessly integrated into the broader organizational goals.
Optimize Workforce Planning:
- Assess whether you have the right mix of staff and roles. Could mid-level providers handle more tasks to free up physicians?
- Partner with local schools and governments to develop the specific roles you’ll need.
- Use demand forecasts to ensure staffing aligns with patient volume.
Deploy Resources Strategically:
- Match staffing levels to peak times and adjust based on patient demand.
- Consider technology, like chatbots and online scheduling tools, to streamline administrative tasks and reduce staff workload.
When supply meets demand, the result is a more efficient system with fewer bottlenecks for patients.
Around 20% of providers’ time goes to waste due to cancellations and no-shows.*
Growth: Scaling Patient Access
Once the basics of patient access are in place, focus on scaling your capabilities to meet the growing demand for outpatient care:
Improve Capacity Management With Telehealth:
- Expand virtual care offerings to improve provider utilization and expand access to care in underserved areas.
- Outpace your competitors by cutting down appointment wait times—patients notice.
Streamline Acquisitions:
- If your strategy includes M&A, build shared services to boost patient access across the board. Think unified scheduling systems that drive top-line growth and increase margins.
Integrate Technology Into Growth Plans:
- Bring in scalable solutions like Remote Patient Monitoring (RPM) to expand care delivery.
- Align with tech partners who understand your operations and capacity pain points.
Recent research found that using AI scheduling systems increased appointment attendance by 10% per month and increased hospital capacity utilization rate by 6%.*
The Bottom Line: Patient Access Is Everything
As healthcare demand continues to shift toward outpatient care, patient access has become the rallying point for operational and technological transformation. By prioritizing access, healthcare organizations can:
Reduce Wait Times: Meet patients’ expectations for timely care and build loyalty.
Optimize Resources: Use data-driven insights to align supply and demand.
Drive Growth: Competitive advantages in access can translate into measurable gains in revenue and patient retention.
Patient access is not just one element of success—it’s the foundation for thriving in an evolving healthcare environment. Make it your organization’s unifying mission.