Abstract
Managing patient access to care in health care delivery organizations is instrumental in shaping patient experiences. We convened an inclusive stakeholder panel, informed by evidence, to understand the dimensions and establish definitions of access and access management. The literature varies in access definitions, but the temporal measure "time to third next available appointment" was consistently used as an indicator of access. Panel deliberations highlighted the importance of patient-centeredness and resulted in comprehensive definitions for access management, optimal access management, and optimal access. Health care organizations and researchers can use the developed definitions and concepts as starting points for initiatives to improve access management.
Highlights
Managing patient access to care in healthcare delivery organizations is complex, yet instrumental in shaping patient healthcare experiences
Additional expertise was sought to represent the needs of rural populations, nursing staff, group practice managers, the Veterans CHOICE Act (2015 legislation intended to improve Veterans’ timely access to care), Veterans Integrated Service Network (VISN) level staff, non-U.S healthcare systems, continuity of care, and measurement
In preparation of the in-person expert panel meeting panelists received a written survey that asked about access management strategies from the point of view of primary care. It included a working definition of access management: “Access management encompasses the set of goals, evaluations, actions and resources needed to achieve optimal use of healthcare services by defined eligible populations of patients
Summary
Managing patient access to care in healthcare delivery organizations is complex, yet instrumental in shaping patient healthcare experiences. This work aims to advance primary care access management practice and research to support healthcare delivery organizations. Ensuring timely primary care access is a major focus for health care organizations as they take responsibility for providing care to large patient populations across multiple care settings. Multiple access-related capabilities, processes and patient population dynamics within healthcare organizations affect whether and what kinds of access patients can achieve. These access determinants require ongoing attention, yet few studies have addressed management strategies required to achieve and to sustain access to care in healthcare delivery organizations. The definitions will determine any quality improvement goals and shape how organizations go about meeting them
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