Access Patient Question: IQR for IMPs at Baseline: 44-69% 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%

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

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)

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?