It’s a modern paradox: Few services are more individual, intimate, or reliant on compassion than healthcare. But delivering them consistently depends on the impersonal foundations of systems, data, and repeatable processes. In a fiercely competitive healthcare industry, patient access is ground zero. Healthcare systems cannot turn patients away, but they can lose them to competitors with inconsistent or slow intake and poor appointment and discharge experiences.
This medical center and teaching hospital invited KPMG to improve its patient access operations with a triple challenge: build a system that would increase patient visits, make the best use of clinical resources and grow revenues, and establish them as a national leader in advancements related to patient access and patient experience -- in effect, create a model that they could export nationally throughout its parent network.
KPMG drew on deep healthcare, data, and systems experience to help our client build and staff a new Patient Health Center to handle all intake and appointments. The medical center has secured the increases in patient visits, topline revenue, and margin it needs to support a deeply felt not-for-profit mission and service ethos. With KPMG's help this client was able to:
Working together with the medical center leadership and staff over a 15-month period, KPMG first helped map its lost opportunities for revenue and patient loyalty. The project then moved to an optimization of its patient scheduling operations, culminating in the design and setup of a centralized call center to handle all patient intake and scheduling issues. KPMG:
KPMG enables clients to navigate between sometimes distracting fixations with “the next shiny object”—often, breakthrough but untested technologies—and focus on pragmatic solutions that have been successfully used in other industries.
KPMG collaborates across different stakeholder communities—in this case, leadership, doctors and clinicians, IT, and administrative staff—helping them understand challenges and solutions in terms relevant to their specific interest.