A pre-post comparison of service operational efficiency and patient satisfaction under open access scheduling.
Three benefits of Open Access scheduling are tested pre- and postimplementation. Open Access improved operational efficiency, decreased number of days between appointment scheduling and being seen by a physician, and allowed more patients to see their primary care physician. Finally, results indicated that there was no significant difference in patient satisfaction.
Parente
Diane H
DH
Sam & Irene Black School of Business, Penn State Erie, USA. E-mail: dhp3@psu.edu
Pinto
Mary Beth
MB
Barber
Joseph C
JC
D001071:Appointments and Schedules; D017598:Efficiency, Organizational / Q000706:statistics & numerical data*; D006279:Health Maintenance Organizations / Q000458:organization & administration; D006297:Health Services Accessibility / Q000458:organization & administration*; D006302:Health Services Research; D006801:Humans; D008873:Mid-Atlantic Region; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D010372:Pediatrics / Q000458:organization & administration; D011320:Primary Health Care / Q000458:organization & administration*; D017748:Time Management; D014850:Waiting Lists