Achieving open access: the road to improved service & satisfaction.
As the health care landscape continues to evolve, providers feel increasing pressure to provide not only quality care, but quality service. One area receiving particular attention is access to care. This article discusses the concept of open access, as defined by the Institute for Healthcare Improvement's (IHI) Access collaborative, the work of Mark Murray, M.D., M.P.A. and Catherine Tantau, B.S.N., M.P.A., and Dean Medical Center's experience in implementing open access. We describe how to achieve open access and the benefits it brings. (Note: throughout this article we use the term provider, rather than physician, because the concepts are designed for physicians and other clinical professionals).
Boelke
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Dean Health System, 1808 W. Beltline Highway, Madison, WI 53713, USA. cboelke@mail.weains.com
Boushon
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Isensee
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D001071:Appointments and Schedules; D003299:Cooperative Behavior; D006297:Health Services Accessibility / Q000458:organization & administration* / Q000592:standards; D006801:Humans; D020380:Needs Assessment; D017060:Patient Satisfaction; D010934:Planning Techniques; D011216:Practice Management, Medical / Q000592:standards*; D017749:Total Quality Management; D014922:Wisconsin