According to Transforming Health Care Scheduling and Access, long waits for treatment are a function of the disjointed manner in which most health systems have evolved to accommodate the needs and the desires of doctors and administrators, rather than those of patients. The result is a health care system that deploys its most valuable resource-highly trained personnel-inefficiently, leading to an unnecessary imbalance between the demand for appointments and the supply of open appointments. This study makes the case that by using the techniques of systems engineering, new approaches to management, and increased patient and family involvement, the current health care system can move forward to one with greater focus on the preferences of patients to provide convenient, efficient, and excellent health care without the need for costly investment.

Transforming Health Care Scheduling and Access identifies best practices for making significant improvements in access and system-level change. This report makes recommendations for principles and practices to improve access by promoting efficient scheduling. This study will be a valuable resource for practitioners to progress toward a more patient-focused How can we help you today? culture.

Table of Contents

• Front Matter
• Summary
• 1 Improving Health Care Scheduling
• 2 Issues in Access, Scheduling, and Wait Time
• 3 Systems Strategies for Continuous Improvement
• 4 Building from Best Practices
• 5 Getting to Now
• References
• Appendix A: Background Papers
• Appendix B: IOM Workshops in Brief
• Appendix C: Committee Member Biographies