Patient Access Opportunity Review
Unlocking $9.8M in Annual Impact
A preliminary view of The University of Texas MD Anderson Cancer Center’s access journey points highlights recoverable revenue in no-show reduction, collections uplift, referral conversion, and avoidable call volume — the levers with the most direct impact on care continuity.
Where Patients Are Experiencing Friction
Referral leakage
Approximately 30% of referrals placed never result in a completed visit. Referral completion is a closely tracked patient navigation and access metric tied to an NCI designation.
Referral recovery
10–15% of leaked referrals can be recovered through systematic automated follow-up. Missed referral follow-up represents a meaningful opportunity to reconnect patients to care.
Speed-to-treatment
Delays between referral and first oncology consultation are linked to worse outcomes — and every added day raises the risk a patient seeks care elsewhere.
Identity verification
Identity verification adds 45 seconds of friction per call, on average—a delay that adds frustration before an already sensitive care conversation even begins.
Where Patients Are Experiencing Friction
Stronger referral completion
More oncology referrals converted to scheduled care—protecting both patient outcomes and the specialist and multidisciplinary volume that sustains research and clinical-trial infrastructure.
Recovered patient access
More leaked referrals are re-engaged through follow-up, helping reconnect patients before they seek care or a second opinion at a competing cancer center.
Faster time-to-first-consult
Faster scheduling and resolution through self-service protects both survival outcomes and the referral relationship, keeping patients and their care teams engaged with the center from the very first contact.
More seamless verification
Less friction during sensitive patient interactions, letting the conversation move directly to the patient's actual need.
WestCX Orchestrate Works Across the Entire Care Journey—So No Patient Gets Left Behind
Delivering consistent, personalized communication across the full care journey isn’t something teams can manage manually. WestCX Orchestrate handles it automatically—across channels and around the clock. Its intelligence layer listens to existing systems, understands intent, and guides the next best action in real time, based on exactly where someone is in their journey.
