Advanced access scheduling

Advanced access scheduling (AAS) allows patients to see their provider on the day they call, rather than trying to book an appointment and getting fit into a normal schedule.

AAS starts with the philosophy “Do today’s work today”, using efficiency and demand thinking to health care. This way of thinking for patient scheduling means, essentially:

Patients are seen the same day that they call for an appointment.

Anyone who calls for an appointment is booked on that day (unless they request another day), regardless of the reason for the call.

Continuity of care is a key component - rather than focusing on the patient's problem, you focus on who is their primary care physician.

You match the supply of clinicians each day to the daily demand for visits.

Time slots are determined by an assessment of demand, and promotes efficiency in a clinic.

At the beginning of the week, most slots are open. The rest of the slots are used for patients who couldn’t make it in on the day they called, or patients the provider deliberately scheduled for a follow-up (referred to as a “good backlog”).

Research has shown that most waiting results are from problems in matching provider capacity with patient demand for visits on a day-to-day basis, rather than absolute lack of capacity, and that demand is predictable.

Assessing demand is a critical step in AAS success. For a system to work, demand for appointments cannot be larger than supply.

Benefits of advanced access scheduling

Patients are now able to see their provider on the day they call. In an increasingly competitive market, this gives the practice a customer-service edge. Delivering patient-centered care can easily lead to a large boost in business.

Improved provider-patient relationships. Patients' expectations are exceeded with relationships between providers and patients that improve the quality of care overall. Altering schedules in this way also benefits the providers, as they have more flexibility over their schedules with the patients and have more freedom in how they book appointments.

Providers have more time to spend with each patient, giving a better experience for both; more services can be delivered, reducing the need for follow-ups.

Better access to care is reflected in outcomes' measures. A higher quality of care leads to higher patient satisfaction and patients that are more involved with their care.

Revenue improvement and cost reduction. Providers can see new patients with a higher productivity and availability, meaning higher overall revenues. Reducing wait time and inefficiency also cuts clinic costs considerably.