Implementing a Digital Patient Access Solution, Contra Costa Health Services


CONTRA COSTA HEALTH SERVICES (CCHS) is a county health system in California that serves the surrounding area’s most vulnerable populations. In 2020, CCHS engaged ECG to address ongoing issues with patient access, including long phone wait times and poor appointment availability. At the time, patient scheduling was inconsistent across specialties, handled by multiple departments, and lacked a thorough or documented training program. Additionally, information systems were not being utilized to their fullest potential, leading to fragmentation, lack of accountability, and wide variationin access performance across the organization.

the process

To understand the patient access challenges, ECG conducted a rapid assessment of contact center and practice operations and developed prioritized recommendations for improving access. ECG then developed and implemented a future-state model for centralized services and patient access operations that supported and balanced the needs of patients, physicians, clinics, and the county. Implementation of this model included:

Contra Costa Process Image

the outcome

These optimization efforts led to increased revenue, decreased costs, and an improved patient experience.

Increased Revenue: Provider Productivity

Decreased Costs: Labor Efficiencies

Improved Patient Experience: Digital Options

Download the Case Study PDF.

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