Penn Medicine Lancaster General Health's Ambulatory Care Evolution

Hospital and health system leaders alike are increasing their efforts to implement an ambulatory care strategy. The move is understandable: Innovative and well-funded competitors are entering their markets, payers are demanding lower-cost options, and patients are seeking affordability and convenience.Healthcare organizations must consider several imperatives when identifying a long-term ambulatory strategy that is both successful and sustainable. The rise of value-based care and emerging market and competitive trends are among the important considerations that call for a strategy that is affordable, responds to consumer expectations, and ensures that care is coordinated and optimal.Penn Medicine Lancaster General Health (LG Health) strategically transformed its ambulatory services over three decades. Early on, the system focused on providing services in and around its urban flagship hospital. Increased competition, new technologies, market growth, and other influences eventually led the system to expand its depth and breadth while aggregating many of its ambulatory services in a single suburban location designed to optimize efficiency, prioritize clinical coordination, and enhance patient and physician satisfaction.The system built on that foundation by creating a network of ambulatory locations featuring four service delivery models. Each features distinct facility sizes, physician types, patient groups, and services. In addition, LG Health continues to build the technological and operational capabilities to deliver telehealth services that have become more established in the wake of the COVID-19 pandemic.The investments made, experiences studied, and lessons learned by LG Health since 1990 and during the uncertain course of the current pandemic continue to guide its ambulatory strategy.