CLIMB 2023: Enhanced Care Coordination Drives Increased CT Asset Utilization

Speaker: Todd Minnigh, BS, VP XMS Business at Leidos

Asset utilization in any business is often correlated with longer hours, and a full schedule. In medical imaging there is a variable which is beyond our control, the patient. No-shows up and lack of preparation is often a cause of unutilized capacity

A Leidos QTC studied the effect of high-contact care coordination on the utilization of CT. Based on a hypothesis that patient no-shows and last-minute cancellations were the result of the communication approach, the team designed a solution based on six-sigma process improvement and learnings from millions of VBA disability benefits examinations. 

Baseline KPI’s for missed opportunities (no-shows+ last-minute cancellations) along with time to schedule and total cancellations were generated. These initial findings were then compared with results after the implementation of the care coordination changes. The changes include multiple repeat attempts to schedule initially, follow-ups by phone, longer call-back hours, email, text, and autodialed computer telephone reminders, additionally verification of needed lab work completion and premedication preparation.

We hope to make results of this study will be available in mid-2023 so these can be shared at the time of presentation. Expected outcomes will show measurable reduction in lost opportunities that yield improved schedule flexibility and increased total average scans per day. Reasons for missed opportunities will be measured and shared.

Learning Objectives:

• Identify key reasons patient examinations are canceled last-minute and identify tools shown to mitigate these causes
• Understand the key differences between scheduling and radiology care coordination in patient planning
• Calculate the financial benefit of reducing no-shows and same day cancellations in modalities with full schedules