The Open Access Appointment System: A Phased Implementation Approach at Keller Army Community Hospital
Abstract
Concerns about timely access to health care have driven many military health system (MHS) beneficiaries to question the way in which the MHS operates. The open access appointment system, based upon a methodology of doing today's work today, will allow Keller Army Community Hospital to address this core aspect of patient satisfaction. Purpose: The purpose of this study was to provide a framework for open access implementation within a small Army Community Hospital while concurrently examining the effect a phased implementation approach had on physician satisfaction, provider continuity, and appointment availability. Methods: This study is both a qualitative and quantitative, exploratory, descriptive, cross-sectional study of the requirements needed to implement an open access system and the effect a phased implementation has on clinical practices. Results: The requirements for implementing an open access system center around controlling appointing practices within the facility, effective template management, and effective space utilization. Mean levels of provider satisfaction increased and both provider continuity and appointment wait time improved at statistically significant rates (p<.01 for each). Conclusions: This study indicates that open access bas benefited KACH, its staff members, and its beneficiary population.
Document Details
- Document Type
- Technical Report
- Publication Date
- Apr 09, 2004
- Accession Number
- ADA432712
Entities
People
- Steven D. Hankins
Organizations
- Academy of Health Sciences