Process improvements related to new patient scheduling.

26 Background: With over 530 physicians across 280 locations, the new patient time to first appointment varied across the state, with results ranging from 1 to 33 average days to schedule. Beginning in January 2021, a new patient scheduling model was developed to improve access to care and the patient experience. A new patient scheduling model was developed. The program was structured to support both on site and remote scheduling. Methods: Provider scheduling cards detailing physician preferences for scheduling, required records and prioritization for the type of diseases seen was implemented. Physicians were required to designate new patient time slots in their clinics tied to new patient volume trends. New patient scheduling workflows and required record guidelines were standardized and revised. Reporting and tracking metrics were created – average days to schedule, average days to appointment, referral fulfillment rate, referral to appointment ratio, true cancellation rate. Physicians were eligible to participate in a yearly bonus if time to first appointment goals were met. Utilized Virtual and in-person APPs provided benign hematology consults to address capacity constraints. Results: New patient true cancellation rates decreased from 9.84% to 5.22% resulting in capture of over 800 patients a month. There was a 56% increase in patient retention with a 138% increase in referral volume. The Practice realized a 69% reduction in average days to schedule from 9 to 3 days. The average time to first appointments improved from 23 to 14 days; a 38% decrease. Conclusions: With increasing numbers of new cancer patients, increasing numbers of cancer survivors and shortages of medical oncologists, it is essential to maintain access to timely cancer care. New models helped improve patient experience and practice retention of new cancer patients, by focusing on administrative staff to implement these programs. APP benign hematology clinics freed up physician time for new cancer patient consults. Physician support was obtained with education, frequent outreach, and financial incentives. 2021 Q1 2021 Q2 2021 Q3 2021 Q4 2022 Q1 2022 Q2 2022 Q3 2022 Q4 2023 Q1 2023 Q2 2023 Q3 2023 Q4 2024 Q1 Referral Volume 44,305 54,379 57,282 57,475 67,890 75,111 79,281 75,843 85,419 91,811 94,286 88,396 100,115 Avg. Days to Scheduled 9.1 6.9 5.4 6.2 5.8 4.9 3.9 4.0 3.7 4.0 3.8 3.6 3.3 Avg. Days to Appointment 22.4 24.3 23.3 22.9 20.9 21.8 20.0 19.2 17.0 17.5 17.1 16.7 14.9