Scott Duncan — PwC CX Strategy, Québec Market Lead. 25 years in strategy and advisory. Based in Montreal.
More about how I work →
More about how I work →
Most PCNs have access problems that aren't really demand problems. The capacity is there — it's just not flowing where it's needed. I look at your numbers, your referral and booking patterns, and how patients move through your team — then help you fix it in order of impact.
Whoever raises an issue loudest gets attention first. Without a structured way to measure scale, it's hard to know which problems are actually worth fixing — and in what order.
No-shows, late cancellations, poor schedule fill, and access lag mean appointment slots go unfilled while wait times stay high. The constraint is rarely headcount — it's flow.
Intake friction, duplicate effort, and manual workarounds eat into the time available for patient care. Reducing that load has immediate and measurable effects on capacity.
Experience Economics starts from a simple premise: before recommending changes, measure the scale of each problem in comparable units. For a PCN, that unit is completed appointments.
When every issue is expressed in terms of appointment volume — how many are being lost, delayed, or wasted — priorities become obvious. You stop managing by noise and start managing by numbers.
The PCN Access & Capacity Scorecard is the first step: a structured diagnostic that surfaces your biggest capacity gaps across three domains, ranked by volume impact.
A 15–20 minute diagnostic built specifically for primary care network leaders. Estimates are fine — the tool is designed to work with the data you already have.
Schedule fill rate, no-show rate, third-next-available — expressed as lost appointment volume.
How reliably patients with ongoing needs are seen, followed up, and kept on track.
Where admin friction is consuming clinical time and creating avoidable bottlenecks.
No login. No data stored. Results appear in real time as you complete each section. Generates a plain-language summary you can share with your team or leadership.
Start the scorecard →A structured analysis of your PCN's capacity picture — where volume is being lost, what it's costing in appointment terms, and which improvements would have the most impact. Designed to give leadership a ranked, evidence-based set of priorities rather than a list of opinions.
Once priorities are clear, Experience Economics works with your team to design the operational changes that address them — booking system improvements, intake redesign, follow-up protocols, and scheduling routines that reduce waste and improve throughput without adding headcount.
The diagnostic is free and takes 15 minutes. If the results surface something worth exploring, a 30-minute call with Scott is the natural next step.