clip poster amy ranger final
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Clinic Leadership Institute Project (CLIP)
contact me
To learn more about CLI go to:
www.clinicleadershipinstitute.org
outputs achieved
outputs & outcomesAccess to care when needed is a key measurement of the quality of a health care provider. Advanced Access scheduling (defined as offering same-day appointments to all patients) has been demonstrated to improve both patient satisfaction and clinical outcomes. However, one of the most common barriers to a successful transition to the Advanced Access model is a lack of data about patient demand and provider supply.
When clinics are able to accurately predict the ‘demand’ of their patient population, they can effectively meet that demand with appropriate provider ‘supply.’ Having accurate supply and demand data when launching an Advanced Access system supports provider and staff morale, increases continuity of care, and prevents common scheduling pitfalls, such as days with too few providers to meet patient need.
La Clinica de La Raza planned to launch Advanced Access at a pilot site in 2015 and needed a mechanism to analyze supply and demand to ensure success for their Advanced Access model.
goalTo ensure a successful transition to an Advanced Access scheduling model by collecting and analyzing supply and demand data at La Clinica sites through the development and dissemination of an agency-wide toolkit.
project description
statement of problem
For more information, contact me:Amy Manta-Ranger, School Based Health Center Department ManagerLa Clinica de La [email protected]
about my organization
Our VisionLa Clínica is a premier community health center, rooted in the concepts of wellness, prevention and patient-centered care.
outcomes achieved
While Advanced Access is traditionally defined as “same day” access, some of our patients would prefer visits further in the future. We use the date of call as a proxy but if we had a way to track “requested date” our data would be more meaningful.
Advanced Access optimization requires more than supply/demand analysis. Like all major systems shifts, it requires buy-in from all stakeholders and resources to support other measures such as continuity, provider and staff engagement and patient satisfaction. Change management tools and resources are essential to a smooth Advanced Access roll-out.
Excel is a powerful program that is worth learning more deeply. For this project, I mastered pivot tables, which have proven helpful in many other projects.
lessons learned
This CLIP created a mechanism for measuring and analyzing supply and demand for large primary care clinics at La Clinica de La Raza.
outcome-oriented objectiveAs a direct result of the use of this toolkit, by January 2016 the third next available appointment at the La Clinica sites launching Advanced Access will decrease by 40% within 2 months.
Capturing Supply and Demand Data for Advanced Access Scheduling
Amy Manta-RangerLa Clínica de La Raza, Oakland, CA
goal and objectives
output-oriented objectivesBy December 2014, the pilot clinic of San Antonio Health Center (SANHC), one of La Clínica’s largest primary care clinics, will have 3 months of supply and demand data to analyze as a component of their Advanced Access launch process.
By March 2015, feedback from SANHC will be used to improve the tool, and it will be distributed to all other La Clinica clinics.
The expected outcome from this Toolkit is a 40% reduction in for Third Next Available Appt. This chart shows example from the second pilot site: a shift from 9 days to 6 days.
This data represents the original month of data collected, August 2014, at San Antonio Health Center, the original pilot site.
What we learned from this data is that supply and demand were equally matched on most days of the week and by moving 2 providers from Thurs to Tues clinic, the pilot site could potentially match supply and demand within 10% every day of the week.
Our MissionThe mission of La Clínica is to improve the quality of life of the diverse communities we serve by providing culturally appropriate, high quality, and accessible health care for all.
Our WorkWith a total of 40 sites across 3 counties, La Clinica served 91,752 patients through more than 427,000 visits in 2013-2014.
Services include medical, dental, mental/behavioral health, optical and health education/preventative medicine.