How would you improve MyChart Fast Pass so more cancelled appointment slots get filled?

Introduction

Fast Pass is a MyChart feature that offers patients an earlier appointment when another patient cancels. When a slot opens, MyChart notifies waitlisted patients by text or email, and the first to accept gets it. Epic reported at its 2026 user group meeting that patients were seen an average of 30 days sooner with Fast Pass. The prompt asks how we would improve Fast Pass. Access to care is one of the biggest frustrations in US healthcare, especially for specialist visits, so even small improvements can matter a lot to patients and health systems.

Step 1

Clarifying Questions (5 mins)

• What problem are we trying to solve?

• Hypothetical answer: Many offers go unaccepted, and some opened slots still go unused, especially same-day slots.
• Impact: Focus on offer acceptance and slot fill rate.

• Which specialties are in scope?

• Hypothetical answer: All outpatient specialties, but the biggest backlogs are in dermatology, neurology, gastroenterology and behavioural health.

• Who configures Fast Pass?

• Hypothetical answer: Each health system decides which departments use it, how many patients receive each offer and how long offers stay open.
• Impact: Improvements should include better defaults and configuration guidance.

• Any constraints?

• Hypothetical answer: Some visits require preparation (fasting, referrals, interpreter booking), and offers must respect clinical eligibility.

Goal: Increase the share of cancelled appointment slots that are refilled through Fast Pass, while improving the experience for patients who receive offers.