Veterans Health Administration Scheduling System: The Path to High Reliability Realization

Area of Science:

• Healthcare Management
• Health Services Research
• Health Informatics

Background:

• Timely access to healthcare services is crucial for patient safety and quality.
• Effective scheduling systems are fundamental to providing reliable patient care.
• The Veterans Health Administration (VHA) has focused on improving access to care.

Purpose of the Study:

• To conduct a direct causation analysis of VHA's scheduling systems from 2015-2020.
• To validate realized access benefits and identify improvement opportunities.
• To support leadership decision-making regarding healthcare access.

Main Methods:

• Utilized an evidence-based framework and comprehensive measurement plan.
• Conducted direct causation analysis, including on-site interviews, observations, and data analysis.
• Mapped processes, workflows, and system changes (VHA scheduling system to Medical Appointment Scheduling System).

Main Results:

• Validated access benefits across specialties and facilities.
• Identified specific opportunities for enhancing patient access.
• Acknowledged limitations associated with the transition between scheduling systems.
• Supported the VHA's decision regarding Cerner scheduling system implementation.

Conclusions:

• The VHA's scheduling system analysis provides a model for improving healthcare access.
• Lessons learned can guide healthcare leaders in optimizing scheduling for reliable care.
• Evidence-based scheduling strategies are key to enhancing patient safety and quality.