About the Session

As patients seek out healthcare on their terms, healthcare organizations are evolving the traditional care delivery experience to better meet patient needs. By improving access to care in a way that addresses patients’ needs, organizations have the chance to increase loyalty by making the healthcare experience more consumer friendly while simultaneously increasing their market share. During this session, you will learn from Carilion Clinic’s patient-centric access to care journey, which demonstrates how to increase access by focusing on patients’ needs. You will hear about key components of Carilion’s access to care journey, including its strategic goals and phased implementation approach, specific techniques and tools implemented to achieve operational improvements, techniques to build provider and staff buy-in, key measurable outcomes, success factors and lessons learned. You will leave this session with key concepts to apply in your organization as you seek to gain market share and provide outstanding patient experience.

Learning Objectives:

  • Learn critical aspects of developing a consumer-centric approach to access to care that will position your organization to deliver a better patient experience.
  • Discover how to apply a consumer-centric access to care planning approach to your own organization.