Access to Outpatient Services in the Military Health System (MHS): Case Study at a U.S. Army Medical Center
Abstract
This study examines access to outpatient services at William Beaumont Army Medical Center for all beneficiary groups in Adult Primary Care, Pediatrics, General Outpatient/Emergency Room, Physical Therapy and Dermatology clinics. Analysis suggests that a large proportion of outpatient capacity is either unplanned (walk-ins averaged 21% of visits), or is not being used (25% unbooked and 11% cancellation/no-shows on average). More effective use of the patient appointing process is required for clinics to exert more control over workload distribution and increase operating efficiency. Clinics booked over half of all new appointments, although a contractor had been paid to schedule these visits; this workload must be shifted to the contractor. Overall, however, the observed -clinics showed improvement in awareness of TRICARE and accommodation of prime enrollees' demand for services. Prime enrollees made up a slightly larger proportion of total visits as enrollment increased, and prime referrals to the network decreased dramatically as clinicians more intensively managed their care within the facility. Additionally, increasing use of the general outpatient clinic by non-prime suggests that their access to the primary care clinics has lessened as prime enrollees are better accommodated. These results indicate progress toward effectively managing the health of the enrolled population.
Document Details
- Document Type
- Technical Report
- Publication Date
- Apr 16, 1998
- Accession Number
- ADA372250
Entities
People
- William C. Dowdy
Organizations
- Office of the Inspector General, U.S. Department of Defense