In March 2016, the organization registered the highest level of available hours in its history at approximately 28,000. The booking ratio was 87 percent. By comparison, the figures six months prior stood at 26,855 hours with an 85 percent ratio.

Frank Panzarella, Vice President of Operations

Business Challenge story

Bassett recognized that its primary care network was a critical “flash point” in its strategy. Bassett Medical Group consists of more than 400 physicians and other clinicians and has experienced rapid growth. 43 clinicians have been hired over the past two years accompanied by physical expansion of six clinics. The organization determined that it needed the “right volume,” not just more. That meant targeting gaps in care, concentrating on chronic needs in primary care, pediatrics, and women’s health such as depression, immunizations and diabetes.


After considering various approaches, Bassett selected IBM Phytel® Outreach, a “best in KLAS” designee and a core module of the company’s extensive population health management suite. Outreach deploys intelligent technology to automate the time-consuming process of identifying patients who need recommended care and initiating customizable notifications regarding follow-up actions. The software’s capability to support a wide range of care protocols was particularly attractive to Bassett, which decided to apply it to over 20 target conditions.


The results have been impressive. Bassett has consistently measured high booking ratios from those doctors using Outreach. Physicians who have been using the solution the longest continue to achieve mid to upper 90 percent ratios compared to mid-80s for non-users. Notably, the Phytel cohort also maintained its high ratios during the “winter effect” months when the full practice plummets to the mid-70 percent range. The group’s overall booked-to-available rate now stands at just under 90 percent.

Solution Category

  • AI/Watson
  • Solution Components

    • Engagement