A Multipronged Initiative to Improve Productivity and Patient Access in a Federally Qualified Health Center Network

Overview

Journal J Ambul Care Manage

Date 2018 May 31

PMID 29847409

Citations 5

Authors

Heriberto Eddie Cruz

Janie Gawrys

Donna Thompson

Jairo Mejia

Linda Rosul

Danielle Lazar

Affiliations

Soon will be listed here.

Abstract

In 2012, Access Community Health Network, a Federally Qualified Health Center (FQHC) network with 36 health centers serving the greater Chicago area, embarked on a 3-year initiative to improve patient access. "Dramatic Performance Improvement" (DPI) included the adoption of modified open access scheduling and practice changes designed to improve capacity and the ability to balance supply and demand. This article describes DPI implementation, strategies, and associated outcomes, including a 20% decrease in no-show rate, a 33% drop in time to the third next available appointment (TNAA), a 37% decrease in cycle time, and a 13% increase in patient satisfaction.

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