In this 3-part series, we’ll explain how to leverage 3 strategies to support increased patient access to Doctors and clinics which in turn builds a sustainable healthcare system.
Advanced Clinical Access, created by Dr. Mark Murray, seeks to predict the daily Patient Demand for care and respond to it, rather than attempt to control it. This model is based on the principle of Equilibrium, that when healthcare service Supply and Patient Demand are equal, excess downtime and delays can be eliminated from the system. This can be achieved by removing the division of Patient Demand (into either Urgent or Routine), which creates two separate queues for different types of patients. Removing the queues within Patient Demand removes the delay within the system.
An Advanced Clinical Access System is designed to eliminate wait times by managing total resources who provide care. When resources are optimized and managed effectively, capacity is created within the existing Supply. In an optimal system, you provide enough capacity for services to meet the demand of your population at the time it occurs.
It can be difficult for healthcare organizations to implement this Access System within their existing operations. However, there are three strategies that can be adapted to an organization’s needs to build towards a sustainable system for Advanced Clinical Access.
These 3 strategies are:
The goal is to move to same day service. This eliminates the constant pressure from urgent requests or irritated patients and ultimately improves the clinic work environment.
You will learn to anticipate Patient Demand by getting to know your healthcare service Supply and completing work as it comes in, in a timely manner. This requires input from primary/secondary providers to understand Demand throughout your healthcare eco-system.
Matching available Supply with Demand will become easier when appointment types/lengths are standardized, and system contingencies are appropriately considered through a flexible, multi-skilled workforce and agility in managing Patient Demand variation.
The intent here is to increase healthcare service Supply by managing its constraints and driving unnecessary work away from key service areas.
You will be able to design healthcare roles that are maximized to meet patient needs, with standard protocols that optimize the use of other providers, and separate triage responsibilities across all channels.
Work will include synchronizing the patient and their information with the provider through appropriate data collection during appointments.
Team huddles will be implemented to develop strong lines of communication to better predict and anticipate patient needs during appointments.
And, finally, the use of patient rooms will be optimized by always keeping them flexible and well-stocked with standardized supplies and equipment.
Pragmatic Solutions to Work Down the Backlog and Reduce Demand
Your backlog consists of all the appointments scheduled into the future, representing work from previous days that have been put off to later dates. This backlog jams clinic schedules, taking up slots that could be used for patients who need access today.
To shape your Patient Demand, you must be able to increase capacity within your existing healthcare service Supply. This can be done by effectively managing and working through the backlog of patient appointments and reducing Patient Demand.
Increase capacity by reviewing patients and their future appointments to see if there are alternate ways to meet their needs. Some questions to ask when reviewing patients should be:
Capacity can also be leveraged by temporarily increasing appointment availability to evenings and weekends, or by adding temporary staff to help complete more of the daily work so your team can focus on eliminating the existing backlog. This will reduce the amount of work being put off to later dates.
Learn to identify ‘good’ and ‘bad’ appointments within the backlog, as not all appointments on the future schedule are the same. ‘Good’ appointments in the backlog include:
‘Bad’ appointments in the backlog consist of appointments for anyone who was moved to a future date, who could have been seen today. ‘Bad’ backlog fills appointment slots in the future that could have been used to meet current Patient Demand – they should be eliminated.
Watch for the following 2 strategies of the Advanced Clinical Access program that will be outlined in upcoming LinkedIn posts. And remember to follow us on LinkedIn.
Pragmatic Solutions to Understand Supply & Demand and Plan for Contingencies
Pragmatic Solutions to Manage Constraints, Optimize Care Teams, and Anticipate Patient Needs
If you do not have the resources or capabilities in-house to implement and benefit from the Advanced Clinical Access program, reach out to info@thepoiriergroup.com and let us know your current challenges and what you want to achieve. We have an experienced healthcare team that knows your business and will get you the results you need to improve your practice and patient access.
