Improving ambulatory patient access through strategic reorganisation and implementation of innovative ambulatory care best practices

Maureen Stevenson and Jessica Hazard
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Maureen Stevenson: John Muir Health Foundation Practice Operations, USA
Jessica Hazard: OptumInsight, USA

Management in Healthcare: A Peer-Reviewed Journal, 2024, vol. 8, issue 4, 344-353

Abstract: John Muir Health, a large health system in northern California, struggled with a complex practice management structure that lacked role clarity and core positions, making it difficult to bring about positive change within the ambulatory setting. As part of a broader, strategic partnership to improve operations and deliver healthcare, health system leaders partnered with Optum Advisory to reorganise the practice management structure and optimise primary care patient access. Across its duration, the partnership improved access within primary care while reducing the administrative burden on providers through care team redesign, and with a new structure, physicians received administrative clarity and practice managers have leaders providing support for access, project management and innovation. These changes led to greater innovation and efficiency, resulting in higher satisfaction for patients, providers and staff. Optimising access and productivity, John Muir Health primary care practices have decreased the amount of time it takes for patients to get into the practice, increasing the overall number of patients they have been able to see. In addition, centralised prescription refills have allowed patients to receive their medications quicker while enabling physicians to concentrate on direct patient care. The overall result has been less administrative burden for providers and staff, allowing for more top-of-licence work and time with patients.

Keywords: patient access; centralised prescription refill; schedule optimisation; ambulatory practice management structure; top-of-licence work; dyad partnerships (search for similar items in EconPapers)
JEL-codes: I1 I10 (search for similar items in EconPapers)
Date: 2024
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