Enhancing Patient Access: A Collaborative Endeavor

By Elizabeth Woodcock, DrPH, MBA, FACMPE, CPC

In the intricate landscape of access, the journey to secure an appointment for medical care can be fraught with barriers. These barriers, whether self-imposed or external, pose significant challenges to patients seeking timely and efficient healthcare services. Recognizing this complexity, the Patient Access Collaborative has emerged as a beacon of change, bringing together access leaders from academic health systems across the nation to collectively address these challenges and improve patient access.

At the heart of the Collaborative's mission lies a commitment to dismantling barriers that hinder patients from accessing care. One such barrier is language. Despite the simplicity of the concept, the predominance of English in both written and oral communication poses a significant obstacle for non-English speaking patients. By advocating for multilingual communication channels and establishing dedicated Spanish-speaking call centers, the Collaborative seeks to bridge this linguistic divide and ensure that patients receive vital information in their preferred language.

Moreover, the geographic location of our ambulatory footprint presents another hurdle, particularly in urban areas characterized by labyrinthine buildings, often with limited or costly parking. To overcome this challenge, the Collaborative explores innovative solutions such as virtual care and mobile clinics, partnering with community providers to bring care directly to populations in need and circumventing traditional barriers to access.

However, the journey towards equitable access entails more than just addressing external obstacles. It requires a fundamental shift in mindset and a commitment to focus on inherent biases within our delivery system. Historically, health systems have overlooked the diverse needs of patients, particularly those from marginalized communities. By acknowledging and rectifying these biases, the Collaborative aims to create a more inclusive environment where every patient feels valued and respected.

Beyond securing appointments lies the equally crucial task of ensuring that patients can actually attend them. This involves not only optimizing communication and geographical accessibility but also maximizing the efficiency of our providers' time. Through strategic capacity management initiatives, the Collaborative strives to make the most effective use of resources and minimize wait times for patients.

Central to the Collaborative's approach is the principle of active listening. Traditional methods of gathering patient feedback through satisfaction surveys often fail to capture the voices of those who face barriers in accessing care. By actively engaging with patients and soliciting their input, health systems can gain invaluable insights into the obstacles they face and tailor solutions to meet their needs effectively.

As the healthcare landscape continues to evolve, the need for collective efforts to enhance patient access has never been greater. With a growing influx of patients seeking care and a shortage of providers to meet their needs, health systems must embrace innovative strategies to ensure equitable access for all. By working together to dismantle barriers, listen to patients' voices, and foster inclusivity, our community of leaders – the Patient Access Collaborative -- offers a promising path forward towards a more accessible and patient-centered healthcare system.