Richard Wright, RW, Community Health Services, Denver Health and Hospital Authority, 777 Bannock Street, Denver, CO 80204, 303-436-7422, rwright@dhha.org

Denver Community Health Services (DCHS) is a network of 9 CHC’s providing 350,000 annual visits to 105,000 Denver residents (47% uninsured). In 2003, network-wide implementation of AAS model resulted in marked decreased in the average no-show rate (from 35% to 15%), an increased appointment availability (10% to 70%), improved provider productivity (6% increase in visits and 12% increase in charges and RVUs), sustained patient-to provider care continuity, and improved patient satisfaction.

The presenter will review concepts of appointment demand and provider supply in an ambulatory setting and strategies for managing this demand and supply that are critical to using the AAS model in a safety-net ambulatory setting where there is an increasing demand for care by the increasing uninsured population

Learning Objectives:

• To understand how imbalances in appointment demand and provider supply can result in increased waiting times, a backlog of patients, a high no show rate, and a patient-staff dissatisfaction with appointment availability.
• To understand why managing appointment and telephone call demand and provider and staff supply is critical to implementing and sustaining the Advanced Access Scheduling (AAS) model in a safety-net ambulatory system of care.

Keywords: Health Care Access, Health Care Delivery

Presenting author's disclosure statement:
I do not have any significant financial interest/arrangement or affiliation with any organization/institution whose products or services are being discussed in this session.