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Related Experiment Videos

Managing same day appointments--a qualitative study in Australian general practice.

Belinda Garth¹, Meredith Temple-Smith, Malcolm Clark

¹Department of General Practice, University of Melbourne, Victoria, Australia.

Australian Family Physician

|April 4, 2013

Summary

This summary is machine-generated.

General practices often struggle to manage same-day appointment requests, with staff experience playing a key role in determining urgency. Clearer policies are needed to define roles and responsibilities for managing patient appointments effectively.

Related Experiment Videos

Area of Science:

General Practice
Healthcare Management
Patient Access

Background:

General practices require flexible systems for urgent appointments, but not all patients receive same-day slots.
Limited research exists on how same-day appointment requests are managed within general practices.
This study investigates the management of same-day appointment requests from the perspective of practice staff.

Purpose of the Study:

To explore how general practice staff manage requests for same-day appointments.
To identify challenges and themes related to same-day appointment allocation.
To provide insights for improving appointment management systems.

Main Methods:

Conducted semistructured interviews with 20 practice staff members (receptionists, managers, GPs, nurses) across 10 general practices.
Utilized thematic analysis to interpret interview data.
Focused on the staff perspective regarding urgent appointment management.

Main Results:

Most practices reserve appointments for same-day requests, though policies and practices can conflict.
Staff experience significantly influences the assessment of urgency for same-day appointments.
Identified five categories of urgent needs: medical, administrative, therapeutic, logistic, and emotional.

Conclusions:

Clearer definition of staff roles and responsibilities in appointment management is crucial for practice policies.
Reviewing clinic policies and practices can mitigate medicolegal risks and reduce workload from non-medically urgent needs.
Enhancing the management of same-day appointments can improve patient access and practice efficiency.