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Implementation of an open access scheduling system in a residency training program.

James G Kennedy1, Julian T Hsu

  • 1Department of Family Medicine, University of Colorado, USA. jim.kennedy@uchsc.edu

Family Medicine
|October 3, 2003
PubMed
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Implementing an open access scheduling system improved efficiency and patient satisfaction in clinical practice. This model enhanced revenue and simplified office processes without increasing provider workload.

Area of Science:

  • Health Services Research
  • Clinical Practice Management
  • Patient Access to Care

Background:

  • Open access scheduling aims to enhance clinical practice quality by empowering patients with control over care access.
  • This model allows same-day scheduling for most appointments, accommodating diverse visit types, including physical examinations.

Purpose of the Study:

  • To implement an open access system to boost efficiency and patient/provider satisfaction.
  • To maintain financial profitability while improving care delivery.

Main Methods:

  • Open access was implemented in an academic practice, necessitating comprehensive patient, provider, and staff education.
  • Pre-booking was reserved for specific patient needs (language interpretation, transport, procedures), with phone triage for urgent queries.

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Main Results:

  • The system led to increased charges, revenues, patient satisfaction, and visit volumes.
  • Improvements in patient satisfaction were evidenced by reduced abandoned calls, shorter appointment wait times, and fewer no-shows.
  • Nursing workload, measured by triage calls and bumped appointments, significantly decreased.

Conclusions:

  • Open access scheduling successfully enhanced revenue and streamlined office operations.
  • The system improved patient satisfaction and reduced nursing workload without increasing provider time or requiring clinic expansion.