Improvements to access implemented in eStar

In efforts to understand the challenges Vanderbilt continues to experience with reclaiming volume since our conversion to eStar, the team has identified some barriers to maximizing our access and is working diligently to remediate these barriers.

Out of Network listings - Completed

• A small number of clinicians were being inaccurately listed as “Out Of Network” -- has been corrected
• PCC leaders are reviewing all clinicians in their PCC to ensure there are no other inaccuracies regarding network coverage in their security profile

Internal orders defaulting to 6 weeks out - Completed

• Appointment orders internal to Vanderbilt defaulted to only allow scheduling greater than 6 weeks from time of order--has been removed
• This issue occurred as part of conversion process

Inconsistent templates - Anticipate completion by mid-May

• Access Center and clinicians/clinics reported seeing different versions of schedule (template) (e.g., Access sees no appointments for 2 weeks, clinic sees open slots tomorrow)
• Completed side-by-side comparisons in some areas
• Working with remaining PCCs to complete to uncover if other discrepancies are limiting access

Patient scheduling preferences - Completed

• Existing selection options regarding patient preferences for appointment scheduling (i.e., near me and out of area were creating confusion when scheduling  have been removed

Template holds - Completed - report is now available

• Many templates have holdsthat limited scheduling availability
  • Very valid reasons for placing a hold on a template
  • Some cases where a hold was placed tentatively but never removed when plans changed 
• PCC leaders now have access to report to review where, how often and for what reasons holds are being placed 

Scheduling audit - Under review by PCC leadership

• Working with Epic to run audit to uncover:
  • Mismatches with modifiers
  • Multiple template visit lengths
  • Template slot/visit type mismatches
  • Missing blocks
• Audit will further elucidate template scheduling problems to be addressed