Healthcare Upside / Down: The Hidden Risk & What Happens Before Your Patients Ever Walk In the Door

Healthcare organizations are increasingly grappling with patient access challenges, which are impacting both patient care and revenue. Dr. William Morris, Chief Medical Officer at Tenor, and Sarah Kier, Principal at ECG Management Consultants, emphasize that the journey to receiving care often presents significant barriers for patients, leading them to seek alternatives. They argue that the focus should shift upstream, addressing the complexities of patient navigation and referral processes before patients even reach clinical settings.

Both experts highlight the importance of effective care orchestration and technology in improving access. They stress that organizations must prioritize understanding their workflows and defining clear problem statements before implementing technology solutions, particularly artificial intelligence. This approach ensures that technology enhances existing processes rather than complicating them further. They also note that organizations should engage in continuous improvement and measurement to adapt to evolving patient needs and operational challenges.

Morris and Kier call for a cultural shift within health systems, advocating for dedicated leadership focused on access at the C-suite level. They argue that equitable and timely access to care is essential for patient safety and quality, warning that neglecting these issues could lead to adverse outcomes and increased scrutiny in the future. The conversation underscores the need for healthcare leaders to prioritize patient access as a fundamental responsibility rather than a mere operational task.

In this episode, William Morris, MD, MBA, Chief Medical Officer, Tennr, and Sarah Kier, Principal, ECG Management Consultants, discuss the growing challenges of patient access, referral management, and specialty care wait times. They explore how care orchestration, AI-enabled workflows, and stronger operational leadership can improve access, reduce friction for patients, and create a more equitable healthcare experience.