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Access

Access. Patient Question: How easy is it for you to get medical care when you need it? Very Easy Easy Somewhat Difficult Very Difficult I have not needed medical care. IQR for IMPs at Baseline: 44-69% IQR for IMPs on HYH: 63-75% Speaker’s Practice scores at Baseline: 80%

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Access

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  1. Access • Patient Question: • How easy is it for you to get medical care when you need it? • Very Easy • Easy • Somewhat Difficult • Very Difficult • I have not needed medical care. • IQR for IMPs at Baseline: 44-69% • IQR for IMPs on HYH: 63-75% • Speaker’s Practice scores at Baseline: 80% • Speaker’s Practice scores on HYH 82.35%

  2. What we have learned • Open access scheduling works .Match supply and demand – imbalance is unsustainable Keep rules simple • Consistent access to real people .Small teams: People who know the patient • Simple technology and reducing turn around time reduces work burden: • Email is a gift from the gods • Web based appointment makers also good for some patients

  3. What I am doing and would advise for others • Unfettered access: appointments, cell & home numbers, email • All beginnings are difficult: As patients experience a simple reliable system they feel more confident and reduce unnecessary demand • Simple reliable systems: Answering machine and cell phone. • Encourage email for appointments and questions • Specific call-in times when patients reach me directly (in AM before I start visits and at lunch)

  4. Unanswered Questions • Best set up for you?Keep it simple (instructions / low tech/ low breakdown rate) keep it cheap • Back up coverage for solo docs • Does the question “ding” us for poor access in the rest of the “system?” • How good can we get? What do people really want?

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