Finance and Business Strategy

Elevating Patient Access and the Consumer Experience

Yale New Haven Health/Yale Medicine and Tampa General Hospital leaders discuss improving consumer experience business models to transform the patient journey.

HFMA
July 18, 2024 3:35 pm

Several healthcare leaders who have chosen to make improving patient access and elevating the consumer experience a primary focus of their business model have shared lessons learned in a Trailblazers report published in Market Scan—a C-suite newsletter issued by the American Hospital Association’s Center for Health Innovation that covers healthcare transformation, innovation, and disruption topics.

“Transforming consumer access is no longer an optional initiative for health systems,” said Kristin Greenstreet, a Guidehouse partner who works with health systems to overcome their consumer experience and access challenges. “The ability to grow market share, reduce leakage, improve capacity, optimize revenue, and enhance consumer brand loyalty is reliant on enterprisewide change.”

The report explores how improving access and the consumer experience in healthcare requires much more than opening a digital front door. To overcome chronic difficulties accessing service, it requires 24/7 omnichannel access that gives individuals what they need at that moment and exceeds their customer service expectations. Adopting consumer experience as the end-to-end, top-to-bottom core value of the organization makes that possible. Two of the health systems that Guidehouse has advised along this journey are featured in the report: Tampa General Hospital, a five-hospital system based in Tampa, FL, with more than 13,000 employees and 1,480 affiliated physicians; and Yale New Haven Health/Yale Medicine, which is headquartered in New Haven, CT, and has five hospitals, 30,800 employees, and 9,000 physicians across its medical group and academic medical center.

This report presents the business case to elevate patient access and the consumer experience in healthcare, describing how and why patient-centered care informed by lessons from taking a consumerism approach will link all major touchpoints for patients throughout their care journey. In-depth case studies include details on:

  • Critical success factors to build the capabilities of an enterprisewide Experience Center 
  • Process improvement strategies
  • Staged implementation with a prioritized path including “waved” rollouts
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