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After much discussion and consideration, the ACHE Board of Governors and leadership team have decided to cancel the 2020 Congress on Healthcare Leadership due to the need for leaders and healthcare organizations to manage their responses to coronavirus (COVID-19) within their communities. Learn more at

34X – Driving Strategic Growth in the Age of Consumerism: A New Perspective on Access

Monday, March 23rd

About the Session

Expanding access, building strong relationships and bolstering patient loyalty are strategic priorities for all providers and critical drivers of growth. For most organizations, primary care growth of 10–20 percent per year is both doable and necessary to support market share growth, new provider ramp-up and panel attrition, and is critical to market distinction and meeting demands for patient preference-driven access. Achieving this level of growth requires a consumer-centric model of care that redefines panel expectations and establishes new patient appointment targets that align with system growth goals and budget requirements. Presenters from two large, integrated health systems will explain how they have transformed their organizations’ practice standards, policies and culture around access to achieve organizational goals through specific new patient growth strategies and solutions and they will share results, including the impact of changes on volume, revenue, cost structure, and patient and provider satisfaction, and key success factors, barriers and lessons learned. Participants will have the opportunity to interact with the speakers during a dedicated question and answer period, and there will be one to two small group exercises to reinforce lessons learned and identify improvement opportunities in participants’ own organizations.

Learning Objectives:

  • Redefine your care model (i.e., care team roles, workflows, processes) to enable optimal provider capacity and utilization crucial to expanding access and driving system growth.
  • Utilize provider engagement and change management techniques to build accountability and ongoing improvement to meet consumer needs and create market distinction.


Presented By

Aja Lystila, MD

Associate Medical Director, Primary Care Access
Carle Foundation

Matthew Farrell

Administrator / Senior Advisor
Essentia Health–Duluth Clinic / Office of Access Management

Mark J. Werner, MD

Director, Clinical Consulting, Chartis Physician Leadership Institute and the Physician Segment
The Chartis Group

Todd Hoisington

The Chartis Group