Summary
Healthcare organizations face significant challenges with patient leakage, where patients seek care outside their network, impacting both revenue and strategic planning. Eddie Wilson and Yuchen Chen from Deloitte highlight that while many organizations have focused on reducing costs, they often overlook the revenue side of the equation, where patient leakage occurs. They emphasize the importance of using data analytics to identify specific areas of leakage, particularly in imaging diagnostics and ambulatory surgical centers, which are commonly affected due to market competition.
Data plays a crucial role in addressing leakage, as it helps healthcare leaders transition from anecdotal evidence to fact-based insights. Yuchen explains that combining internal referral data with external claims data allows organizations to segment patients and identify which service lines and care types are experiencing the most leakage. This structured approach enables tailored interventions for different provider groups within a health system, ultimately improving patient retention.
Wilson shares examples of successful interventions, noting that organizations can increase patient retention by at least 10% by improving access to care. By analyzing scheduling data, healthcare providers can identify gaps in patient-facing hours and optimize their schedules to accommodate more patients. Looking ahead, both leaders emphasize the potential of agentic AI to enhance care orchestration, making it easier for patients to navigate the healthcare system and stay within their networks, which benefits both the organization and patient outcomes.
Show Notes
In this episode, Eddie Wilson, Managing Director at Deloitte, and Yuchen Chen, Associate Vice President at Deloitte, discuss how healthcare organizations can identify and address patient leakage through data, analytics, and improved access strategies. They also explore how stronger network retention, care orchestration, and emerging AI capabilities can support margin growth, patient engagement, and long term strategic planning.
This episode is sponsored by Converge Health Care by Deloitte.
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