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After COVID-19: Improving the Patient's Outpatient Appointment Experience
Helen Y Gant-Farley1, Miriam K Ross2, Ronald P Hudak3
1Advocate Aurora Health, Downers Grove, IL, USA.
Journal of Patient Experience
|December 6, 2021
Summary
Advanced access scheduling significantly reduced missed appointments when patients saw their preferred primary care physician. This strategy can improve patient experiences and clinic efficiency.
Area of Science:
- Healthcare Management
- Patient Experience
- Primary Care
Background:
- Post-pandemic outpatient visits are increasing, raising concerns about missed appointments impacting patient and clinic experiences.
- Optimizing appointment scheduling is crucial for maintaining healthcare access and efficiency.
Purpose of the Study:
- To investigate the association between advanced access scheduling and missed appointment rates.
- To compare missed appointment rates for patients seeing preferred versus nonpreferred primary care physicians.
Main Methods:
- Analysis of 4815 scheduled visits for patients aged 18 and older.
- Comparison of study no-show rates with national no-show rates.
- Statistical analysis of the relationship between physician type and visit status.
Main Results:
- A statistically significant difference was found between the study's no-show rate and the national average.
- A significant association was identified between physician type (preferred vs. nonpreferred) and visit status (show vs. no-show).
Conclusions:
- Advanced access scheduling, particularly with preferred physicians, shows potential for reducing missed appointments.
- Implementing strategies that facilitate patients seeing their preferred primary care physician can enhance patient experience and clinic operations.
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