Constraints in patient access and referrals can significantly impact patient satisfaction, provider experience, and practice efficiency in healthcare settings. In collaboration with a large, integrated delivery network, BDO leveraged Epic’s advanced functionality to transform patient access into a streamlined process, setting a new benchmark in simplifying access and managing referrals.
By leveraging Epic’s advanced features, we enhanced scheduling, redesigned referral management, and accelerated the adoption of patient self-service scheduling tools. This approach sets a new standard in simplifying patient access and managing referrals, helping strengthen client investments while eliminating the need for costly third-party tools.
Our efforts concentrated on three key areas: enhancing scheduling workflows, transforming referral processes, and advancing reporting capabilities.
1. Enhancing Scheduling Workflows
| Epic Solution | Solution Description |
| Decision Trees | Implemented to transition to a central scheduling model, these trees integrate with Epic's functionalities, using referral and patient history data to guide staff through complex scenarios, maintaining consistency and reducing errors. |
| Blocks & Tags | Expanded the usage of blocks for better organization, reserving time for high-demand visits. Tags were used to handle complex scheduling scenarios and enhance reporting without adding unnecessary visit types. |
| New Visit Types | Introduced new specialty-specific visit types in alignment with Epic’s recommendations for system-guided scheduling, allowing scheduling workflows to be tailored to the specific needs of specialties and providers. |
| Smart Pools & Subgroups | Grouped providers based on criteria such as specialty, location, or availability, allowing for more flexible and responsive scheduling. Subgroups further refine this process by categorizing patients or appointment types, enabling precise matching and prioritization. |
| Session Limits | Enhanced appointment availability by setting session limits, balancing patient demand with provider availability. Session definitions were standardized by specialty. |
| Fast Pass | Implemented to help patients access earlier slots when cancellations or availability changes occur. Departments customize Fast Pass to prioritize high-demand visit types, aligning with departmental needs. |
| Ticket Scheduling | Streamlined appointment management by reducing manual interventions, giving patients more autonomy and convenience, leading to higher satisfaction and a patient-centered approach. |
2. Transforming Referral Processes
| Epic Solution | Solution Description |
| Order Composer | Enhanced the order composer to create a more intuitive workflow for providers while standardizing the referral process across specialties and locations. Updates included changes to required data elements, automating referral management workflows, and scheduling decision tree designs. |
| Referral Work Queues | Refined and standardized referral work queues to drive efficient processing of referrals, resulting in reduced lead times in patient care. |
| Referral Defaults & Automations | Updated referral system definitions to establish default referral statuses and streamline processes through the Auto-Status Assignment Table, enabling greater efficiency in managing referrals. |
| Referral Auto Linking | Used rule-based criteria to automatically match and link scheduled appointments with referrals. |
| Follow-Up Order | Developed a follow-up order to streamline continuity of care, facilitating seamless transitions from inpatient to outpatient care and follow-up treatment. |
| Referral Triage | Implemented Epic referral triage workflows leading to better communication between clinical and scheduling staff while establishing a platform for further referral management enhancements. |
3. Advancing Reporting Capabilities
| Solution | Solution Description |
| Key Performance Indicators (KPIs) | Selected KPIs that aligned with the client’s top initiatives and provided clear metrics to measure success and identify areas for further improvement. |
| Manager Dashboard | Created a management dashboard using hand-picked KPIs, offering real-time insights into scheduling and referral operations to equip decision-makers with actionable data. |
| Sample Reports | Developed sample SlicerDicer and Reporting Workbench reports to illustrate the impact of changes and guide future reporting efforts. |
| Training | Conducted training sessions to equip staff to effectively leverage underutilized reporting tools and features through comprehensive Epic access report training. |
By leveraging Epic’s advanced functionality, healthcare providers can enhance efficiency and deliver quality patient care without additional investments in third-party platforms. As the healthcare landscape continues to evolve, embracing these innovations is crucial for maintaining a competitive edge.
Ready to streamline your healthcare operations and boost patient access? Contact BDO today to get started.