{Reference Type}: Journal Article
{Title}: Advancing Primary Care Access: Exploring the Impact of the Virtual Waiting Room on the Quadruple Aim.
{Author}: Runge MS;Meade L;Obaida Z;Mariano VJ;Sumorok N;Churchill E;Aulakh S;Bush B;Canty L;Kidder L;Bourgeault B;Newport K;Parrilla E;Pirraglia PA;
{Journal}: J Gen Intern Med
{Volume}: 39
{Issue}: 12
{Year}: 2024 Sep 17
{Factor}: 6.473
{DOI}: 10.1007/s11606-024-08857-w
{Abstract}: <B>BACKGROUND: </B>Community health centers grapple with high no-show rates, posing challenges to patient access and primary care provider (PCP) utilization.<BR><B>OBJECTIVE: </B>To address these challenges, we implemented a virtual waiting room (VWR) program in April 2023 to enhance patient access and boost PCP utilization.<BR><B>METHODS: </B>Academic community health center in a small urban city in Massachusetts.<BR><B>METHODS: </B>Community health patients (n = 8706) and PCP (n = 14).<BR><B>METHODS: </B>The VWR program, initiated in April 2023, involved nurse triage of same-day visit requests for telehealth appropriateness, then placing patients in a standby pool to fill in as a telehealth visit for no-shows or last-minute cancellations in PCP schedules.<BR><B>RESULTS: </B>Post-implementation, clinic utilization rates between July and September improved from 75.2% in 2022 to 81.2% in 2023 (p < 0.01). PCP feedback was universally positive. Patients experienced a mean wait time of 1.9 h, offering a timely and convenient alternative to urgent care or the ER.<BR><B>CONCLUSIONS: </B>The VWR is aligned with the quadruple aim of improving patient experience, population health, cost-effectiveness, and PCP satisfaction through improving same-day access and improving PCP schedule utilization. This innovative and reproducible approach in outpatient offices utilizing telehealth holds the potential for enhancing timely access across various medical disciplines.