Patient access metrics in the ambulatory enterprise

Elizabeth Woodcock, Sarah Kier and Vivian Zhao

Management in Healthcare: A Peer-Reviewed Journal, 2017, vol. 2, issue 2, 153-164

Abstract: This paper explores published articles that report on results from research conducted on patient access in the ambulatory enterprise, and the relationship with tracking performance and developing appropriate metrics from which to measure and monitor. Examining the calculation and use of indicators to track access improvements, the authors suggest that industry metrics should be expanded and standardised in order to fully understand the current state of patient access management, as well as performance improvement opportunities. The primary objective of this paper is to propose an essential set of process and outcome metrics to provide insight for leaders of health care organisations to optimise performance related to patient access in the ambulatory enterprise. Tracking performance related to patients‘ access to care is essential for every health system. This article explores the best methods for measuring and tracking performance on patient access in the ambulatory enterprise. Patients‘ velocity to care begins in the ambulatory enterprise. Measuring access to care in the ambulatory enterprise is essential to the successful delivery of care in a health system, as the ambulatory setting is cost-effective and patient-centred.

Keywords: patient access; patient access management; patient access metrics; key performance metrics; ambulatory setting; scheduling systems; industry metric; performance improvement (search for similar items in EconPapers)
JEL-codes: I1 I10 (search for similar items in EconPapers)
Date: 2017
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