When patients call Cleveland Clinic, they hear a simple but powerful greeting: “Thank you for calling Cleveland Clinic. Would you like to be seen today?”
The greeting is the result of a commitment CEO Toby Cosgrove made in 2014 to provide same-day appointments to any patients who asked for them. Thanks to a strong culture of innovation, a focused campaign, and some creative uses of Epic scheduling software, Cleveland Clinic provided more than 1.3 million same-day appointments in 2016, a 98% success rate.
Patients who say they’d like a same-day appointment are walked through a triage process over the phone. Then, scheduling staff work their magic from a centralized call center where they have access to all physician schedules in Epic.
“These are things that seem extremely ‘common sense’ when you talk about it, but healthcare organizations need to challenge themselves to be innovative,” said Cleveland Clinic CMCO Paul Matsen. “When we think about how to transform schedules around the needs of patients instead of the needs of an organization, it is truly putting patients first.”
Read more or listen to the interview here.