Improving Access for Priority Patient Populations within Outpatient Specialty Practices

Emily L. Godsey, A. Bruce Gamble, Arta Palaj, Gregory R. Beliles, Ajani N. Dunn, Andrew D. Keimig, Ivan E. Porter

Research output: Contribution to journalArticlepeer-review


In an outpatient health care practice, it can be challenging to convert patient demand into completed appointments, even for high-priority patients. One of the barriers to higher conversion rates is excessive appointment lag time, which can lead to nonattendance or cancellation for other reasons. In this article, we develop a mechanism for reducing appointment lag time for priority patient populations. We report on a pilot program with 12 practices, split into pilot and control groups, and involving 11001 patients requesting new appointments. The results of the pilot show that statistically significant improvements to conversion rates can be achieved.

Original languageEnglish (US)
Pages (from-to)73-81
Number of pages9
JournalJournal of Ambulatory Care Management
Issue number1
StatePublished - Jan 1 2022


  • health care access
  • health care delivery
  • outpatient scheduling
  • patient appointments
  • patient demand
  • template optimization

ASJC Scopus subject areas

  • Health Policy


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