In the weeks leading up to our second annual ATLAS event, we will feature patient access and experience-related posts from some of the thought leaders and contributers to this year's content.
This week we spotlight Jay York, Chief Operating Officer at Springfield Clinic, and panelist at our upcoming ATLAS conference.
As the Chief Operating Officer for Springfield Clinic, a large physician owned enterprise with approximately $500M in revenue, Jay has responsibility for all of the physician operations, satellite locations, patient access center, and facilities management.
During his panel, "Executive Strategies for Access & Network Alignment", Jay and other executive leaders from prominent healthcare systems will address how they're each deploying specific strategies across the areas of patient access, population health, and network optimization to navigate the transition from volume to value.
To prepare for an impactful panel session at ATLAS, we asked Jay ten questions about his thoughts on patient access, the future of healthcare, and himself.
1. How do you define patient access at your organization?
We feel that patient access is defined by three primary variables: Care Navigation, Provider Capacity, and Utilization Efficiency.
Practically, our goal for patient access is the ability for a patient to schedule an appointment with the correct provider in the correct location within 72 hours of their requested date/time for non-acute issues and the ability to obtain a “same day” appointment for acute issues.
2. Why is patient access important to you?
Access is the first critical element in delivering and managing quality care. Also, in today’s environment of value based care and variation reduction, it is essential that organizations provide consistent access to their patients in order to ensure compliance and control costs.
3. In your opinion, what is the most important measure of patient access that organizations should be tracking?
New patient ratio (as % of total patients) is a good indicator of the ability to efficiently schedule new patients AND adds the overall volume dimension. We also use 3rd next available as a great secondary measure.
4. What has been the most significant accomplishment with regards to improving patient access at your organization?
Besides deploying ProviderMatch?
Successfully partnering with our physicians to consolidate and standardize appointment types - this not only provides a more consistent means of providing accurate scheduling, but it also forms the basis of our Access analytics and our ability to make more informed, data driven decisions.
5. What is the biggest challenge that organizations face when optimizing for access?
I believe that the biggest challenge that organizations face related to access is the coordination of the numerous components that must synchronize in order to create an effective system.
6. What are your near and long term goals for patient access?
Our near term goals are focused on enhancing the efficiency of our processes and our providers, thus unlocking any additional capacity that is currently hidden within their schedules. Longer term objectives will focus on adding provider capacity – achieving both short and long term objectives will be necessary to effectively manage population health initiatives.
7. What about your job inspires you every day?
I am inspired every day by the opportunities that healthcare presents to have a positive impact on people’s lives – there is a clear purpose in this industry and the results of “getting it right” are transformative.
8. What excites you about the future of healthcare?
I’m excited about the focus on the quality of care and outcomes. This focus is driving a new business model and is the ultimate measurement of success. However, along with this focus, there is added (unnecessary) complexity and this can potentially overshadow the gains that we are currently making in value based care.
9. What makes your health system stand out?
As a physician owned enterprise, the partners’ have built their success on the quality services which we provide. This success has fueled growth in scale and scope, both of which have enabled the group to lead additional quality initiatives and continue to stand out as the preferred physicians in our market.
10. Tell us an interesting fact about yourself.
6 kids - 5 in college encompassing 3 states, 4 cities, 1900 miles, and 4 majors
Like so many initiatives in healthcare, patient access resists a simple definition. It is a complex problem set with multiple points of leverage, risk, and opportunity. At the end of the day, however, it boils down to this: patients must be able to access the care they need, when they need it.
The second Annual Thought Leadership on Access Symposium (ATLAS) will examine every aspect of patient access and experience - from the clinical and cultural, to the operational and technical - and will give attendees a chance to sit side-by-side with their peers to learn strategies and best practices from some of the country's leading health organizations. Whether you are an executive, director, manager, or operator, you will walk away from ATLAS 2015 with a playbook that will give you the tools to take your organization to the next level of access and patient experience.
Visit www.atlasconference.com to learn more, view the agenda, receive future information, and register for ATLAS 2015 October 27th & 28th in the Ritz-Carlton Boston Common, Boston, MA.
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