Knight Andrew, Lembke Tony
MBBS, MMedSci (ClinEpid), FRACGP, is Chair, Expert Reference Panel on Access, The Australian Primary Care Collaborative, The Improvement Foundation, Adelaide, South Australia, a general practitioner, Katoomba, and Conjoint Senior Lecturer, The Fairfield General Practice Unit, NSW.
Aust Fam Physician. 2014 Apr;43(4):234-8.
Ten years of experience with hundreds of general practices in the Australian Primary Care Collaboratives program has provided many lessons for improving practice appointment systems.
In this article, we describe how general practitioners can, by actively managing our appointment systems, reduce waiting times and delays, improve patient care, improve our quality of life and improve practice financial viability.
Demand is finite and predictable. We can shape our demand by influencing when, why and for whom people make appointments. We can change our daily appointment numbers and our team capacity to match our reshaped demand. Contingency plans for expected and unexpected drops in capacity can prevent appointment backlogs. Embedding and monitoring our demand and capacity management can help ensure smooth flow of patients through the practice with good care and improved staff and patient satisfaction.
在澳大利亚初级保健合作项目中，与数百个普通诊所合作十年的经验为改进诊所预约系统提供了许多经验教训。
在本文中，我们描述了全科医生如何通过积极管理我们的预约系统，减少等待时间和延误，改善患者护理，提高我们的生活质量，并提高诊所的财务生存能力。
需求是有限且可预测的。我们可以通过影响人们预约的时间、原因和对象来塑造需求。我们可以改变每日预约数量和团队能力，以匹配重塑后的需求。针对预期和意外的能力下降制定应急计划可以防止预约积压。将需求和能力管理嵌入并进行监测有助于确保患者在诊所顺利就诊，提供优质护理，并提高工作人员和患者满意度。
