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Evaluate
Time to Complete: continuously
Difficulty: Easy; requires time to analyze data
Outcome: An overview of how open-access scheduling is working for you
Steps
Monitor Statistics
- Monitor statistics weekly until same-day scheduling implementation is completed. Have staff use the Same-Day Appointment Tally Sheet (Excel file; About Downloading Files) to record appointment requests. This tool will automatically calculate the percentage of same-day versus pre-scheduled visits.
- Continue to monitor statistics periodically.
Evaluate Cost-effectiveness
Same-day scheduling should:
- Reduce the number of no-show appointments, and patient and provider cancellation.
- Increase revenue because of higher patient retention.
- Increase clinical staff efficiencies. Physicians and nurses will have more time to spend with patients because nonclinical work is relocated to non-clinical staff.
Evaluate Satisfaction
Distribute a patient satisfaction survey before, during and after open-access scheduling to measure satisfaction improvements.
What You Will Need
- Staff cooperation to track data
- Time to analyze data
- Same-Day Appointment Tally Sheet (Excel file; About Downloading Files)
- A patient satisfaction survey
Tool
Same-Day Appointment Tally Sheet (Excel file; About Downloading Files). This tool will automatically calculate the percentage of same-day versus pre-scheduled visits.
Where to Go for Help
- Read the following FPM article: "Measuring Patient Satisfaction: How to Do It and Why to Bother."
Join a free collaborative online network committed to practice transformation. Learn more about Delta-Exchange.
This Patient-Centered Medical Home section of the AAFP web site was supported in part by a grant from Merck & Co.
This Patient-Centered Medical Home section of the AAFP web site was supported in part by a grant from Merck & Co.
