Consumer satisfaction is critical to any health care organization’s success. As the first step in the health care revenue cycle, consumer access is considered important because it sets the tone for the consumer experience and revenue cycle outcomes. Enhancements to intake processes can lead to improved financial sustainability and allow health care facilities to differentiate themselves from competitors.
The goals of developing a consumer access strategy include the following:
Establish an individualized approach to consumer intake services.
Increase access to efficient and appropriate service.
Provide consistent and predictable interactions.
Ensure quality service at the right place and time and with the right provider.
Achieving these goals helps to create a differentiated consumer access solution and a positive patient experience.
University Hospitals, located in Northeast Ohio and one of the US’s leading academic health care systems, faced the challenge of improving consumer access to improve patient volume, making better use of existing physician capacity and boosting system revenue.
Accenture was engaged at the outset of the effort and worked collaboratively with University Hospitals from initial strategic analysis, through the delivery of a detailed road map and work plan and the implementation of identified improvements.