Gastroenterology department improves access

Dr. Reinaldo Garcia-Naviero and the Gastroenterology team have worked to reduce the wait time for appointments.

Gastroenterology is one of many in-demand specialties at Akron Children’s. The wait for an appointment was often long, causing families and referring providers to seek other options for care. But the Gastroenterology team has turned things around, making changes to improve access and get patients the care they need sooner.

“Overall, we’ve taken a more intentional and consistent approach to managing the appointment schedule,” said Angie Dine, clinical operations manager for departments including Gastroenterology. “We began holding quarterly meetings with our providers to review their schedule templates, ensuring the number of appointments align with goals of hospital leadership. Our operations team also meets for a daily huddle, so we know if we have any openings available.”

Another area of focus: reducing no-shows. “If a patient hasn’t confirmed their appointment and is likely to be a no-show, our front-desk team proactively reaches out,” Angie explained. “This has often led to cancellations rather than no-shows, allowing us to fill those appointments with other patients.”

Many changes add up to big improvements

“We didn’t do anything drastic, but it was important to proactively get provider buy-in,” said Dr. Reinaldo Garcia-Naviero, gastroenterologist and director of Akron Children’s Pediatric Gastroenterology. “We added more appointments to their schedules, and we measure how much the available appointments are used. We look at appointments daily and weekly – and we now have some same-day and next-day access.”

Gastroenterology has added providers: 10 doctors and 7 nurse practitioners now cover 10 locations with another doctor joining this summer. Office hours have expanded in Beachwood, with appointments 2 Saturdays a month.

MyChart has also made a difference. “Akron Children’s has been ahead of the game with MyChart,” Dr. Garcia shared. “A growing percentage of families use it to schedule appointments because they’re used to doing things online.”

Angie gives kudos to Dr. Garcia for supporting these department improvements. “He leads by example,” she said. “He hasn’t asked providers to do anything with their schedules that he hasn’t done himself.”

Gastroenterology embraces virtual visits

When COVID-19 hit, many appointments transitioned from in-person to virtual. Even though in-person appointments are available again, virtual visits remain popular. “They’re convenient for many reasons,” Dr. Garcia explained. “Families may live far away from our office, or they may have transportation issues. Perhaps their child is in a wheelchair, and it’s easier to have a virtual visit than coming into the office.”

Virtual visits enable flexibility for the providers, too. “Beachwood is one regional location where I work, but I don’t just see patients in the office,” Dr. Garcia said. “For example, I can have a virtual visit from Beachwood with a patient in Marietta.”

‘Come to us’

Dr. Garcia wants to get the message out to referring providers that long wait times are no longer the norm for Akron Children’s Gastroenterology appointments. Dr. Spencer Gasser from Akron Children’s Pediatrics, Wadsworth North has been impressed with the improved access. “I recently referred a patient to Gastroenterology for a chronic issue, letting the family know it would probably be months to get in,” he recalled. “I like to look back and see if/when my patients are able to get scheduled, and the Gastroenterology appointment was scheduled for the following week. I have sent additional patients to there, and it’s really encouraging to see that they have been able to get kids in quickly!”

Along with referring providers, Dr. Garcia wants families to know about the positive changes. “My message to families is to come to us,” he said. “You don’t have to go somewhere else to get in faster. We’re the best place to bring your kids.”