In the perpetual drive to ensure timely access to care, medical group leaders report mixed results throughout 2024.
A Dec. 3, 2024, MGMA Stat poll found that 77% of practice leaders said their organizations’ wait times for patient appointments either improved (34%) or stayed the same (43%) in 2024, while 23% said wait times worsened. The poll had 251 applicable responses.
This comes after a similar poll in November 2023 found that less than one in four (24%) of groups reported time-to-appointment improvement last year, while 38% reported patient access worsening or staying the same in that period, respectively.
While roughly the same share of medical groups report worsening time-to-appointment metrics, a five-percentage-point jump in the share of those holding access steady is a slightly encouraging sign that administrators are making the needed changes to keep pace with growing patient demand while also navigating clinician and staff shortages.
Respondents who reported improved patient access attributed it to improved clinician hiring, which enabled more appointments, or using updated systems to better manage provider schedules. For the majority that held time to appointments steady this year, many noted strategies such as adding satellite clinics or finding ways for clinicians to expand their schedules to meet growing patient demand.
Practice leaders whose organizations saw access worsen largely pointed to issues like clinician resignations or retirements and difficulty recruiting replacements, along with the seemingly universal issue of higher patient demand. Additionally, patient no-shows or late arrivals were frequently a reason for open appointments, creating a cycle that further reduced access.
MGMA resources
- “Intelligent scheduling for medical practices begins with radically convenient patient experience” (Insight article)
- “Changing how to prepare patients for outpatient appointments” (Insight article)
- Advanced Strategy for Medical Practice Leaders: Operations Management Edition (Book)
- “Better patient communication to balance your approach to deterring no-show appointment” (Insight article)
Assessing patient access factors
Developing strategies to reduce patient wait times and enhance the patient experience before the visit requires understanding of the various factors that can cause delays.
Factors negatively affecting access in 2024:
- Provider shortages: A deficit in healthcare professionals, including primary care physicians and specialists, leads to longer wait times for appointments. This shortage is exacerbated by an aging physician workforce and increased demand for services.
- Inefficient scheduling systems: Traditional scheduling methods may not optimize appointment slots, resulting in underutilization of available time and increased patient wait times. The lack of an automated waitlist feature to notify patients of earlier openings due to cancellations can inhibit optimized access.
- High no-show rates: Patients missing appointments without prior notice disrupt schedules, causing delays and longer wait times for others. An August 2024 MGMA Stat poll found that only 13% of groups reported lower no-show rates in 2024 compared to 2023.
- Administrative burdens: Extensive paperwork and bureaucratic processes can slow down operations, reducing the number of patients seen daily and increasing wait times.
- Limited use of technology: Underutilization of digital tools for appointment scheduling, reminders and patient communication can lead to inefficiencies and longer wait times. A Nov. 5, 2024, MGMA Stat poll found that only 11% of medical groups report that most of their patients schedule appointments with digital tools.
Positive factors to reduce wait times
- Patient education: Whatever method your practice uses, ensuring that patients understand how to navigate the scheduling system can set clear expectations around wait times for appointments. Clear instructions can help reduce confusion and streamline the process.
- Implementation of advanced scheduling systems: Utilizing digital platforms for online appointment scheduling and management can optimize time slots and reduce wait times.
- Telehealth services: Offering virtual consultations can alleviate the burden on in-person appointments, providing quicker access to care and reducing wait times.
- Patient engagement technologies: Employing tools such as patient portals and mobile apps for communication and appointment reminders can decrease no-show rates and improve scheduling efficiency.
- Process optimization through Lean Six Sigma: Applying Lean Six Sigma methodologies can streamline clinic operations, enhancing efficiency and reducing patient wait times.
- Task shifting and team-based care: Delegating certain tasks to nurse practitioners or physician assistants can increase patient throughput and reduce wait times.
Other strategies to keep patients engaged while waiting for their appointments:
- Provide digital check-in options: Allow patients to complete necessary forms online before their appointment to expedite the check-in process.
- Offer flexible scheduling: Implement online platforms that enable patients to schedule, reschedule or cancel appointments easily, improving access and reducing wait times.
- Implement secure messaging systems: Facilitate communication between patients and providers through secure messaging to address concerns promptly and potentially reduce the need for in-person visits.
- Utilize telehealth for follow-ups: Conduct follow-up appointments via telemedicine to free up in-person slots for new patients, thereby reducing overall wait times.
By addressing these factors and implementing targeted strategies, healthcare providers can effectively reduce appointment wait times and enhance patient engagement in ambulatory and outpatient care settings.
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