The Intermountain Medical Group - Utah leadership has identified five strategic priorities for 2022:
- Access
- Best place to work
- Consumer experience
- Equity
- Operational Excellence
Each strategic focus area will include all the work underway in the Medical Group in that area, including efforts to address relevant KPIs. Each of the five strategic priorities will be addressed in the MG Brief in a series of articles. Today, we provide an overview of Access.
Kelly Donehoo, Service Line Director for Medical Specialties and Josh Spaulding, Senior Practice Director will lead the Access strategic priority and the relevant KPIs. In partnership with a cross-functional steering committee, this team will drive measurable performance of our access KPIs for 2022 and beyond.
There’s a lot going on already—40 initiatives. This is our largest strategic priority area and covers the following KPIs:
We are starting with a focus on the Ease of Scheduling KPI. Press Ganey’s Ease of Scheduling (EOS) appointment score is the patient’s perception of the experience when scheduling an appointment and the availability of appointments. To this extent efforts to strengthen our consumer experience, scheduling platforms, and developing access to workforce are underway.
Call to Action:
Have a discussion in your practice location about:
- How can we create more access (with what we have today—yes, we are short staffed in some areas, and we are working on that)? Pick something and do it!
- How do we show people every day we care about them? Please tell them you care—that makes a big difference! Please ask what is most important to them and address it or share how we will (if it cannot be addressed right then). Pick something you will all do and do it!
If you answer the phones to serve our patients, please know that it matters how you interact with patients when they call for an appointment. Lastly, if you have an idea to improve ease of scheduling and access, please chime in on this short form.