Skip to content

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

42A – Improving Ambulatory Patient Access Through a Comprehensive Model

Tuesday, March 24th

About the Session

Stanford Medicine Partners Foundation was born out of the aspiration of Stanford Health Care and Stanford Medicine to partner together with local, high-quality providers to deliver a greater range of leading-edge healthcare services to patients within the San Francisco Bay Area. Being an organization that is human-centered and discovery led, its integrated strategic priorities are to be value-focused, digitally-driven and uniquely Stanford. This seminar will explore how a specific framework has guided the organization in the evolution of better addressing its patients’ needs to access the health system in new and different ways.

Stanford has optimized its access strategies through a 10-step process that includes: development of metrics; creation of standard work and team-based care; call center triage; scheduling matrixes; concierge services; scope of practice workflows; technology; aligned provider incentives; outreach for population health; and creation of an outstanding patient experience. In working with a diverse population ranging from Silicon Valley tech company employees to the working poor and high-risk populations, Stanford’s access model looks to create transformative strategies that address the triple aim, team management, innovation, change management, and creation of a healthy patient. This program will show you how to create short- and long-term access outcomes in your organization and how to develop a comprehensive patient access plan.

Learning Objectives:

  • Recognize the multifaceted approaches to addressing patient demand in ambulatory care.
  • Explore the complexities and integration involved in optimizing patient access, and identify improvement opportunities in your own organization.


Presented By

Michael A. O'Connell, FACHE

Senior Vice President
Stanford Health Care

Hilary Garrigan

Senior Administrator, University Medical Partners
Stanford Health Care