"The rheumatologist can see you now": Successful implementation of an advanced access model in a rheumatology practice.
OBJECTIVE
To provide rheumatologic care to patients in a timely and patient-centered manner.


METHODS
We developed and implemented processes to measure and help eliminate backlog, created access time for same-day patients, and retooled the appointments process to be more efficient and patient focused. In addition, we developed a protocol to be used by our primary care colleagues to care for osteoarthritis of the knee in a standardized manner.


RESULTS
The third available rheumatology appointment fell from about 60 days to <2 days. Cancellations fell from 40% to <20%. Patient satisfaction measures (composite score, physician score, and accessibility score) improved significantly. The number of new patients seen for knee osteoarthritis decreased by 6.7%, whereas the number of new rheumatoid arthritis referrals increased by 50.4%. Financial performance improved as well.


CONCLUSIONS
This advanced access model in a busy academic rheumatology practice demonstrated considerable improvement in access, patient satisfaction, and finances. Using a team approach, we are now able to give the patient the rheumatologic care they want and need at a time they want and need it.
Newman
Eric D
ED
Geisinger Medical Center, Danville, Pennsylvania, USA. enewman@geisinger.edu
Harrington
Thomas M
TM
Olenginski
Thomas P
TP
Perruquet
James L
JL
McKinley
Karen
K
D000046:Academic Medical Centers / Q000191:economics / Q000458:organization & administration; D001071:Appointments and Schedules; D006297:Health Services Accessibility / Q000191:economics / Q000458:organization & administration*; D006801:Humans; D017146:Models, Organizational; D017060:Patient Satisfaction; D015397:Program Evaluation; D012017:Referral and Consultation; D012216:Rheumatic Diseases / Q000628:therapy*; D012219:Rheumatology / Q000191:economics / Q000458:organization & administration*