Patient and physician satisfaction improved with patient access transformation.
Inconsistent and ineffective patient access processes affected revenue and timely service delivery for this acute care facility with 407 beds and $273M NPR. Incomplete registrations, lack of coverage verification, authorization and financial clearance prior to service contributed to the inefficiencies. In addition, patients were not being scheduled in accordance with physician requests. Cancellations, delays of service, patient confusion and surprise balances became disruptive to clinical department schedules and caused patient and physician dissatisfaction.