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Educate and Train Staff
- Meetings to keep staff informed
- Compiled information on the benefits of open-access scheduling to share with staff, in case of resistance
The Outcomes of Open-Access Scheduling
Keep staff informed
- Schedule a staff meeting to discuss planned changes to practice operation.
- Consider showing the AAFP video "Improve the Patient Experience" to refresh staff about same-day appointment scheduling.
- Inform staff about how planned changes will impact their daily activities.
- Share timeline for project completion and implementation of open-access scheduling.
Prepare for challenges
- Be prepared to address staff resistance to planned changes. Read FPM's article "Implementing Change: From Idea to Reality" for more information.
- Provide information about the benefits of open-access scheduling.
- Share some of the challenges the practice currently faces, such as no-shows and long waits for appointments, and their impact on patient care, practice finances and staff work flow.
What You Will Need
- Meetings to keep staff informed.
- A computer with Internet access to show the video.
- In case you face staff resistance to open-access scheduling, it is helpful to compile some information on the benefits of same-day appointments. Share this information with all staff that may be affected by the changes in your practice. (See Example section.)
Where to Go for Help
This Patient-Centered Medical Home section of the AAFP web site was supported in part by a grant from Merck & Co.