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Defining Access Management in Health Care Delivery Organizations
Susanne Hempel1, Lara G Hilton, Susan Stockdale
1Department of Preventive Medicine, Southern California Evidence Review Center (Dr Hempel), University of Southern California (Dr Hilton), Los Angeles; RAND Corporation, Santa Monica, California (Drs Hempel, Danz, and Rubenstein); Veterans Health Administration Greater Los Angeles Healthcare System, Sepulveda, California (Drs Stockdale, Miake-Lye, and Rose); Center for Access Delivery Research and Evaluation (CADRE), Iowa City VA Healthcare, Iowa City (Dr Kaboli); Department of Medicine, University of Iowa Carver College of Medicine, Iowa City (Dr Kaboli); Veterans Health Administration, Washington, District of Columbia (Dr Kirsh); and Primary Care Analytic Team, Veterans Affairs Puget Sound Healthcare System, Seattle, Washington (Ms Curtis).
Abstract:
Managing patient access to care in health care delivery organizations is instrumental in shaping patient experiences. We convened an inclusive stakeholder panel, informed by evidence, to understand the dimensions and establish definitions of access and access management. The literature varies in access definitions, but the temporal measure "time to third next available appointment" was consistently used as an indicator of access. Panel deliberations highlighted the importance of patient-centeredness and resulted in comprehensive definitions for access management, optimal access management, and optimal access. Health care organizations and researchers can use the developed definitions and concepts as starting points for initiatives to improve access management.
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