Patient Access was never a straightforward challenge. It is a complex, nuanced, and layered issue that requires solutions as diverse as the people affected. The pandemic brought the varied nature of the challenge into focus. Thankfully forward-thinking organizations took notice and expanded their approach to the problem.
Expanded Challenge
I have always enjoyed learning about and discussing patient access. I love all the different aspects of the issue. In the past, talking about patient access meant topics like provider directories, online appointment scheduling, and patient/provider matching.
However, when the pandemic hit, suddenly patient access included: telehealth, secure communications, remote patient monitoring, and access to community services. The COVID-19 vaccine roll-out also highlighted how the cultural, educational, societal, and economic inequity impacts access to care.
For me, the patient access challenge went from something that was well defined to a web of interrelated issues that extended well beyond the walls of healthcare organizations. I wanted to talk to someone about the expanded universe of patient access and I was grateful that the team at Kyruus was willing to sit down with me.
It’s Not About Technology
Erin Jospe, Chief Medical Officer and Chris Gervais, Chief Technology Officer and Chief Security Officer from Kyruus came on camera with me for a deep dive into the new thinking that is needed for addressing patient access.
Gervais opened with a bold statement: “It’s not always about technology”. That’s not something I expected to hear from an executive at a Health IT company.
Jospe added to that statement by saying: “We’re really seeing how different populations and different communities need different options. Some of that has led to a broadening of our definition of what healthcare even is. It’s access to quality food, the ability to afford medications, access to safe housing, access to care at the time you need it so you don’t have to take time off work–particularly now that we have different social pressures on people who are working from home, schooling their children at home, and caring for parents at home.”
Although technology can help with some of the issues that Jospe raised, it cannot solve all of them.
Bringing Care to People
A great example of the limitations of technology played out in front of our eyes with the COVID-19 vaccine. No amount of online appointment booking, specialized agents in call centers, or online searches for vaccine availability has helped us get vaccination levels to the upper 80s.
Instead, what has been effective is bringing the vaccine to where people need it: mass vaccinations at sports stadiums, mobile clinics that show up at workplaces, pop-up vaccination sites in subway stations and places of worship, etc. By turning healthcare on its head and bringing it to the people rather than the other way around is now making a difference.
“We have to recognize there is a different way we can get folks to engage with their care,” stated Gervais. “It’s no longer just about booking to go somewhere; now we have to consider booking to have something or someone come to you.”
We need to prioritize a better understanding of the communities that are overdue for care, and how we can connect to those communities–whether it’s with wearable devices, or mobile services. Jospe referred to it as a need to be “well choreographed.” She added, “We need to do it thoughtfully to really understand: Who is it that we’re trying to bring into the system? What will it take to make them successful? What will be the metrics of that kind of success? How can we continue to build on and innovate on those things that are working?”
Reducing Barriers
If you take a step back and think about it, improving patient access (in all its forms) boils down to reducing barriers to care. Those barriers include convenience, affordability, cultural-appropriateness, and even comfort.
To illustrate the last barrier, Gervais pointed to the at-home care movement and the growing recognition that when patients are in a comforting and comfortable environment, outcomes improve. “We used to think that this form of care was only something for the very sick or for the aged,” said Gervais. “Now we know that this was a very narrow view. Accessing care at home can benefit so many people.”
Jospe stressed how important this shift in thinking would be in the years ahead: “Organizations need to be thoughtful on who it is that they are trying to bring into their systems.” In particular, she highlighted the plight of those who are undocumented and those who have conditions or situations that are stigmatizing. These marginalized communities may hesitate to seek care from a provider because they fear how they may be treated or that they may be putting themselves at risk of being arrested.
Building trust with those who are marginalized can be considered part of the patient access challenge.
Closing Thought
Speaking with Gervais and Jospe was refreshing. They clearly understood that the definition of “patient access” is changing and now encompasses much more than previously thought. It is no longer just about telehealth, being able to find the most suitable doctor or even about better ways to bring people into a healthcare facility.
It is clear addressing patient access requires new thinking.
Watch the full interview to learn about:
- The role communities play in patient access
- How Kyruus is getting creative to connect patients and providers
- Kyruus’s new PFAC (patient family advisory council)
To learn more, visit kyruus.com
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