CEO Message: November 2018

CEO Message: November 2018

Dear Colleagues:

Reflecting on this year's achievements, I want to take the opportunity to thank you for the incredible care you provide to our patients and communities.

In this month’s newsletter, I will center on access for our patients. Over the past two years, Northeast Medical Group has successfully focused on improving access for our patients in a number of ways. Notably in 2017, through the collaborative efforts of our physicians and staff, we were able to reduce our third-to-next-available appointment to an average of 5.6 days, significantly better than the national benchmark of 7 days.

Recently we have begun to compile and analyze more data to identify and remove barriers to access for our patients. This sophisticated data analysis confirms that the third-to-next-available appointment remains consistent with national benchmarks and that other indicators, such as no-show percentage, outperform the best practice target of 5 percent. In addition, we have continued to improve our new patient percentage from prior fiscal quarters.

Below is a snapshot of key Access Metrics for the fourth quarter of Fiscal Year 2018.


4th Qtr Metrics resized


The fourth quarter snapshot metrics indicate opportunities for improvement in several important categories:

  • New Patient Lag, the number of days from the initial appointment request to the actual appointment date, is significantly higher than the target. This metric does not account for patient preference, as we recognize the first available appointment is not always desirable.
  • Overall Booked Rate of 4.06 (hours per session) exceeds our target of 4.0, however the number of hours actually filled is below benchmark. This reflects a high number of no-shows and cancellations, roughly 95,000 in the fourth quarter. While there may be many reasons why an appointment is canceled, this represents a significant opportunity to improve overall access.

In the coming months we will be focusing on developing a greater understanding of this data and developing interventions to improve access for our patients. We look forward to your participation, suggestions and comments as we continue our efforts to improve access in our pursuit of our goal of improving the health of our patients.

Thank you all for your diligent work and dedication to providing our patients with the most exceptional experience possible.

Best wishes,

prathibha varkey Prathibha Varkey, MBBS, MPH, MHPE, MBA
President and Chief Executive Officer
Northeast Medical Group