Global lessons and practical strategies to reduce inbound demand and return capacity to frontline teams 

​Healthcare organisations are experiencing sustained pressure across patient access channels. Appointment coordination, referral follow up, billing enquiries and service navigation are driving high volumes of inbound contact, much of which is avoidable. 

In this session, we explore how leading global health systems such as Rush University System for Health and Bon Secours Health System have reduced avoidable demand by 20 to 40 percent. We will examine what has worked at scale internationally and translate these outcomes into practical scenarios relevant to public hospitals, private hospital groups, outpatient services and community care settings across Australia and Singapore. 

This session will be hosted by Jenny Reichard, and joined by Tara Mahoney, Global Vice President Healthcare at Genesys, who will share global perspectives and lessons learned from large scale health systems, alongside practical translation for Australia and Singapore. 

What you will learn 

• How to identify and quantify avoidable demand in patient access channels 
• Common drivers of repeat contact across public and private healthcare settings 
• Where meaningful workload reduction is realistically achievable 
• How automation and AI can reduce call volume while maintaining patient experience 
• How to translate demand reduction into improved access, throughput and workforce capacity