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Related Experiment Videos

Appointment access: planning to benchmark a complex issue

A V Lewis1, J White, B Davis

  • 1Southern California Permanente Medical Group, Pasadena 91188.

The Joint Commission Journal on Quality Improvement
|May 1, 1994
PubMed
Summary
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Kaiser Permanente improved appointment access by benchmarking best practices. This involved identifying key access elements and implementing innovative solutions, leading to regional improvements like eliminating provisional booking.

Area of Science:

  • Healthcare Management
  • Operations Research
  • Health Services Research

Background:

  • Kaiser Permanente-Southern California Region initiated an external benchmarking project to enhance appointment access.
  • The project aimed to develop practical guidelines for addressing complex issues like appointment access.

Purpose of the Study:

  • To identify and implement innovative and best practices for improving appointment access.
  • To provide a framework for healthcare organizations to benchmark and enhance patient access to care.

Main Methods:

  • Defined project goals and internal processes.
  • Identified 16 key elements of appointment access crucial for member satisfaction.
  • Conducted external site visits with benchmark partners after finalizing a questionnaire.

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Main Results:

  • Identified innovative and best practices for all 16 key elements of access.
  • Implemented improvements across the Southern California region, including the elimination of provisional booking.
  • Disseminated findings to medical centers nationwide for internal improvement.

Conclusions:

  • Benchmarking is an effective strategy for improving complex healthcare operational issues such as appointment access.
  • The identified best practices offer actionable insights for healthcare organizations seeking to optimize patient access.
  • Continuous internal improvement based on external best practices can lead to significant enhancements in healthcare delivery.