Optimizing front-end processes: improving patient experience in ambulatory care

The NYU Langone Faculty Group Practice (FGP) provides ambulatory care through more than 140 different practices. Due to practice acquisitions and recent technological upgrades, FGP has made patient experience a top priority. FGP requested that the Capstone team evaluate front-end office administrative processes (e.g., scheduling appointments, registration) to improve both consistency and efficiency across practices. The team performed several site visits to understand current workflows, analyze patient satisfaction surveys, and examine administrative metrics to identify opportunities for the improvement and standardization of best practices at FGP.