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Concierge-Level Care for Underserved Communities: Not a Pipe Dream.

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  • 1Federally Qualified Health Center, St. Thomas, New Orleans, LA, USA.

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|April 12, 2025
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Summary
This summary is machine-generated.

Balancing urgent and routine care access improved patient flow and satisfaction. Meeting 80-90% of same-day requests significantly reduced no-shows, boosting clinic efficiency.

Keywords:
access to careefficiencyhealth inequitiesprimary careunderserved communities

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Area of Science:

  • Healthcare Management
  • Health Services Research
  • Patient Access to Care

Background:

  • St. Thomas Community Health Center (STCHC) serves an urban, underserved population.
  • Financial challenges arose due to Louisiana's Medicaid expansion non-adoption in 2010.
  • A partnership with the Institute for Healthcare Optimization (IHO) aimed to improve patient throughput.

Purpose of the Study:

  • To evaluate a novel care model balancing urgent and routine appointments.
  • To assess the impact of meeting patient preferences on appointment outcomes.
  • To optimize resource allocation for increased patient throughput.

Main Methods:

  • Analysis of 8913 appointments and patient preferences (provider vs. same-day access).
  • Categorization of appointment outcomes: occurred, no-show, canceled, rescheduled.
  • Calculation of no-show rates for different preference groups.

Main Results:

  • Satisfying 80-90% of same-day requests led to a significant decrease in no-shows.
  • Patient satisfaction with access to care reached 97%.
  • The overall clinic appointment kept rate was 87%.

Conclusions:

  • This innovative care model significantly enhances patient access and clinic efficiency.
  • Dissemination of these findings could lead to substantial cost savings and improved health outcomes nationally.
  • Large-scale educational and implementation initiatives are recommended.