Arranging Work Schedules for Service Access and Satisfaction: Results from Same Day Access 2013 Collaborative

Linderman, J., LaGanga, L., Iverson, C., McKinney, C.J., & Williams, W. (October 2013). Minneapolis, MN.

Our applied work started in July, 2012, as part of a national learning collaborative on same-day clinical appointment scheduling. We track and analyze our actual no-show and service duration data, and have used results to drive changes in scheduling and service delivery practices. We measure the effects and surveyed staff and consumers on their satisfaction with key changes. Results help inform other research by identifying scheduling factors that impact clinic performance.

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Resource Topics: Quality & Process Improvement Keywords: scheduling, same-day access, capacity-building, appointment scheduling, no-shows, open access