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Today’s Work Today
Implementing Open Access Scheduling in a University Primary Care Clinic
Charis Baz Takaro, Project/Policy AnalystTina Hadaway-Mellis, RN, MBA, Clinical Services Director
University Health Services - Tang Center
Plan for today:
1- Where are you?
2- What is Open Access?
3- Why bother?
4- How to go about it?
5- Our story...
6- Your questions
7- Resources
Tang Center by the numbers:● 36,000 Primary Care visits annually
● 33% of visits are grad students
● 78% of visits have UCB student health insurance
● 1 Patient Centered Medical Home
● 99% digital natives
Where are you on this journey?
What is Open Access?
● Offer everyone appointments for today
● Minimize future booking
What is Open Access?
● Same day “rolling window”
Why bother with Open Access in student health?
1. Meet needs of episodic care population
1. Reduce no shows/cancellations
1. Maximize clinic flexibility (without impacting patients)
Challenges:
1. PCP continuity
2. Requires shift in culture3. Extensive planning,
training, and monitoring
1. Requires adequate staffing to meet demand
How to go about it:
● Balance supply and demand
● Communication
● Training
● Monitoring
How to go about it:
● Set Go-Live date
● Work backwards to clear schedule
● Upstaff over transition
● Celebrate success!
Our story:Fall 2012:
Initial launch:● 39 hour “same day”
window
● Soft compliance, minimal oversight
● Not fully embraced
Fall 2014:
Re-launch:● Evidence-based research
and planning
● 16 hour “same day” window
● Strong oversight
● Engaged management and staff
Our results: Very good, struggle to keep gains
Appointments booked 21+ days in advance have a 49% chance of not being kept.
Our results: Very good, struggle to keep gains
Our results: Very good, struggle to keep gains
Summary:
Requires:● Commitment
● Analysis and planning
● Appointment supply
● Engagement
● Monitoring (forever)
Questions… Connections…
Your questions?Contact us!Charis Baz Takaro: [email protected] Hadaway-Mellis: [email protected]
Resources● Transforming Health Care Scheduling and Access: Getting to Now. Committee on
Optimizing Scheduling in Health Care; Institute of Medicine; Kaplan G, Lopez MH, McGinnis JM, editors. 2015.
● Advanced access: reducing waiting and delays in primary care. Murray M, Berwick DM.JAMA. 2003 Feb 26;289(8):1035-40.
● Appointment scheduling in health care: Challenges and opportunities Gupta D, Denton B. IIIE Transactions 2008;40:800-819
● Open-access appointment scheduling in family practice: comparison of a demand prediction grid with actual appointments. Forjuob S et al. JABFP July-Aug 2001; 14(4): 259-265
● Answers to your questions about same-day scheduling. Murry M. Family Practice Management. 2005 Mar;12(3):59-64.
