Summary:
This analysis examines how health systems are navigating access transformation at a critical inflection point, from strategic prioritization to operational execution. Each section centers on a core dimension of access-driven transformation in health systems. The insights presented here result from a mixed-method effort conducted jointly by THMA and Tegria, synthesizing findings from a survey of senior health system executives (COOs, CIOs, CMIOs, and Strategy leaders) from leading U.S. health systems. These perspectives were augmented with interviews from health system finance leaders.
Key Takeaways:
Strategic elevation does not guarantee operational execution: Most health systems treat access as an enterprise strategic pillar, yet struggle with appointment availability, coordination, capital, or capacity to follow through on transformation goals.
Risk tolerance shapes access strategy more than ambition: Systems with stronger balance sheets can afford longer-term investments in predictive analytics and AI-enabled engagement, while those under acute financial pressure must prioritize billable services and immediate workflow improvements.
Post-acute care investment is declining despite throughput challenges: Health systems are concentrating resources on sites they control (ambulatory clinics, hospital outpatient, and telehealth) while deprioritizing post-acute settings that create the most significant capacity bottlenecks.
Vendor consolidation creates a tension between stability and innovation: While most systems agree access strategy depends on a single enterprise platform, many report that vendor consolidation has limited flexibility, favoring operational stability over experimentation.