The Impact of Organizational Factors on Appointment Scheduling Wait Time (ASWT) in U.S. Primary Care

Abstract

Appointment scheduling wait time (the time differential between a patient’s request for an appointment and when they are seen by a provider1,2) in primary care is a poorly understood phenomenon that encumbers timely access to care and efficiency of health services.1,2 4,6-11 However, very little is known about the severity of ASWT in primary care clinics or the underlying causes of extended ASWTs. This is highly problematic given the impact of extended ASWT on patient mortality and morbidity as evidenced by ASWT studies in the VA healthcare system.7 Furthermore, very little research has investigated and identified which organizational factors influence ASWT. The current data suggest ASWT in the private sector is a worsening problem with a high-risk potential for poor consequences to patient outcomes.4,33 This dissertation utilizes a mixed-methods explanatory sequential (QUANT-Qual) design to explore what factors impact ASWT in primary care. The study is guided by a conceptual model informed by a health services theoretical framework.