Modernize the healthcare patient experience

Create an 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.

KPMG Advanced Access Analytics (KAAT)

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.

Operational workflows and decision-tree logic

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.

Template and appointment optimization

Stop losing capacity to outdated scheduling architectures.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.

Scalable program governance and policy

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:

Provider capacity
Opportunity: Improve provider fill rates
Outcome: 30,000-plus annualized clinical hours recaptured and a 20 percent average increase in utilization.

Access and scheduling
Opportunity: Streamline accurate scheduling
Outcome: 45 percent increase in digital self-scheduling and more than 75 percent first-call resolution using guided decision trees.

Workforce alignment
Opportunity: Align clinical FTEs to demand
Outcome: $6 million in recovered clinical FTE variance by realigning provider templates with ambulatory hours.

Patient journey
Opportunity: Deliver a seamless patient experience
Outcome: 9-day average reduction in new patient wait times and a 20 percent reduction in contact center call abandonment.

Financial yield
Opportunity: Increase total revenue capture
Outcome: $22 million annualized revenue lift and an increase of nearly 170,000 total visits year over year.

Transforming Patient Access- the KPMG Advantage

Learn how to revolutionize patient engagement, capture tangible results, and elevate the standard of care.

INSIGHT

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.