Deliver a seamless, accessible patient journey—before, during, and after care.
Consumers today expect a frictionless, intuitive healthcare experience. But navigating care often means dealing with long wait times, confusing scheduling, and fragmented communication. KPMG helps health systems fundamentally redesign the patient experience. We focus on the critical intersection of patient access and clinical operations—optimizing the digital front door, streamlining referral management, and removing friction from the financial journey. By aligning your clinical capacity with actual patient demand, we help you deliver a unified care experience that improves health equity, builds patient loyalty, and drives sustainable revenue growth.
Health systems are often burdened by legacy technology, siloed data, and persistent workforce challenges. We leverage proprietary tools and frameworks to help clients overcome these operational bottlenecks. By analyzing patient demand from the enterprise level down to individual specialties, we help you uncover hidden revenue opportunities and expand clinical capacity.
Move beyond static reporting. Our proprietary data models analyze patient demand, provider utilization, and clinical capacity to pinpoint exact variances and render the financial opportunity for your go-forward implementation plan.
Optimize your access centers and digital touchpoints. We design and implement guided-scheduling workflows and AI-assisted decision trees, enabling agents and practice staff to route patients accurately and efficiently from the very first interaction.
Stop losing capacity to outdated scheduling architectures. We optimize provider templates to accurately align clinical staffing with patient demand, maximizing utilization and expanding appointment availability.
Sustainable change requires strong guardrails. We help you establish enterprise-wide access policies, standardize operational definitions, and centralize governance so improvements hold over time.
By aligning clinical operations with intelligent digital workflows, KPMG helps health systems capture significant clinical and financial value and continuously improve the patient experience. Recent client successes include:
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FEATURED VIDEOS
Dynamic Management of Patient Demand
The KPMG dynamic waitlist tool can help improve patient management and care delivery.
Explore our detailed report to discover essential insights and five strategies for enhancing patient experience and restoring excellence in healthcare services.
The annual KPMG US Customer Experience Excellence Report monitors customer experience and expectations, how these change from year to year, and what market leaders are doing to get it right. This companion report, Navigating critical intersections in pursuit of excellence: Insights for healthcare professionals, looks specifically at the US-based healthcare organizations included in the larger KPMG study.
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Read about how we help clients enhance their customer experience, improve business performance, and drive new revenue streams—then let us do the same for you.
As a patient experience leader, you’re at the forefront of reimagining healthcare. Ready to amplify your impact? Start by asking these questions.
Transforming the patient experience requires more than just new software; it requires a fundamental realignment of clinical operations, revenue cycle workflows, and digital strategy. KPMG brings together multidisciplinary teams of clinicians, technologists, and operational specialists. We work alongside you to design and deploy scalable access solutions that protect margins, reduce clinician friction, and improve patient outcomes.
