Lewis A V, White J, Davis B
Southern California Permanente Medical Group, Pasadena 91188.
Jt Comm J Qual Improv. 1994 May;20(5):285-93. doi: 10.1016/s1070-3241(16)30073-6.
Kaiser Permanente-Southern California Region carried out an external benchmarking project to improve appointment access. This article provides practical guidelines for planning a benchmark project around a complex issue such as appointment access.
Before conducting external site visits, team members determined the goals of the project, defined internal processes, and identified 16 key elements of access (or those factors important to member satisfaction with appointment access). Once a questionnaire was finalized, external benchmark partners were identified and on-site visits conducted.
On the basis of the on-site visits, team members identified innovative and best practices for each of the 16 key elements of access. Based on these recommendations, some improvements were made across the Southern California region, such as the elimination of provisional booking. Reports of the results have also been sent to Kaiser Permanente medical centers in the region and across the country. Each medical center is encouraged to use these results to internally improve its own appointment access.
南加州永久医疗集团开展了一项外部基准评估项目，以改善预约服务。本文为围绕预约服务等复杂问题规划基准项目提供实用指南。
在进行外部实地考察之前，团队成员确定了项目目标，明确了内部流程，并确定了16个预约服务的关键要素（或那些对会员预约服务满意度至关重要的因素）。问卷最终确定后，确定了外部基准合作伙伴并进行了实地考察。
基于实地考察，团队成员为16个预约服务关键要素中的每一个都确定了创新做法和最佳实践。根据这些建议，南加州地区进行了一些改进，比如取消临时预约。结果报告也已发送给该地区及全国的永久医疗集团医疗中心。鼓励每个医疗中心利用这些结果在内部改善自身的预约服务。
