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Case Study | strategy-catalyst

Redesigning Throughput and Flow: Getting Patients to the Right Level, Right Place, Right Time

Graphic titled “Access as a Strategic Product,” promoting a three-part case study series on how leading health systems are redefining access. Includes a magnifying glass highlighting the words “case study” and three labeled parts: Part I – The Culture Shift You Need, Part II – Re-envisioning the Front Door as a Floor Plan, and Part III – Throughput and Right Care, Right Time.

Executive Summary

Truly achieving the right level, right place, and right time of care requires significant changes to the way health systems operate. Systems must challenge long-held assumptions to redesign the encounters, decisions, and pathways that govern how patients move through the system. This article examines how leading health systems are redesigning care models, centralizing decisions, and smoothing throughput so that patients receive the right care sooner and with more consistency. This article distills lessons from three systems who have upended the traditional way of thinking about what constitutes the "right" level, place, and time:

  • Cleveland Clinic is expanding capacity by redesigning the visit itself. Shared Medical Appointments (SMAs) blend virtual and group care to increase clinical touch, reduce wait times by nearly 50 percent, and add 6-8 extra patients per provider for each SMA conducted compared to one-to-one appointments conducted in a 90 minute period.

  • Inova Health is revealing hidden capacity by centralizing transfer decisions, bed placement, and referral routing. Their coordinated operating model has reduced placement times, increased transfer acceptance, and opened up flow across sites.

  • Emory Healthcare is demonstrating that care can happen far sooner than expected. Their access sprint showed that earlier appointments are achievable when expectations are redesigned and variation is removed from daily operations.

Key Insights

  1. What if the right level of care is shared?

  2. What if the right place of care is revealed through centralization?

  3. What if the right time of care is earlier than you think is possible?

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