This case study examines how patients are spending 273 percent more time booking appointments on the UAB Medicine website, a big win for the goal of boosting patient access. THE PROBLEMHealth system UAB Medicine, with its flagship 1,157-bed UAB Hospital on the University of Alabama at Birmingham campus, needed to solve what it called the patient access paradox where patients are told to wait weeks, if not months, to see a caregiver despite the fact that as many as 30-40 percent of appointment slots are actually empty or poorly used across the health system.

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