At a time when health systems face mounting pressure to improve patient access, many organizations are losing patients before care even begins.

In this episode of Healthcare Upside/Down, ECG principal Sarah Kier talks with Will Morris, MD, chief medical officer at Tennr, about where access breaks down, why upstream intake remains a critical blind spot, and how organizations can rethink care orchestration to better connect patients with the right care at the right time.

Key Takeaways

Access challenges start upstream and often go unseen.
Patients are frequently lost before reaching a clinician due to friction in intake, referral, and navigation processes. This is an “invisible problem” that many organizations fail to measure or manage effectively.

Smarter triage and care orchestration unlock capacity.
By better matching patients to the right provider, modality, and timing, organizations can improve access without adding supply.

Technology delivers value only when workflows are right.
AI and automation can accelerate performance, but success depends on clearly defined processes, standardized workflows, and strong governance. Without this foundation, technology simply scales inefficiencies.

Why It Matters

Patient access is increasingly recognized as a core driver of health system performance. Organizations that invest in care orchestration, clear workflows, and accountable leadership will be poised to succeed.