Appointments 101--how to shape a more effective appointment system.

BACKGROUND

Maximising the effectiveness of your appointment system in general practice has the potential to connect patients and clinicians for timely care and create a sustainable working environment.

OBJECTIVE

This article shares lessons from the Australian Primary Care Collaboratives program that can help individual practices to shape their appointment system to their needs in order to improve both access and patient care.

DISCUSSION

Five common appointment strategies have emerged through the work of the Australian Primary Care Collaboratives: open access, book on the day, supersaturate, carve out and advanced access systems. All these systems have advantages and disadvantages and may suit different practices depending on their contexts and populations. It is helpful to measure how effective the current practice approach is in dealing with delay and delivering satisfaction. Specific approaches such as 'appointment golf' and 'jeopardy doctor' may help improve system functioning. Practices should make intentional choices about their appointment system to meet the needs of their patients, staff and clinicians.