Access is closely linked to patient satisfaction and is a prominent objective for many practices. Though the science of access is well-developed, practices frequently fail in their efforts to reduce patient waiting. Our experience has been that practices are more successful at improving access in a sustainable way when they first measure and control panel size (block 3) and build capacity-enhanced teams (block 4). Access and continuity may be in tension if patients prefer to see any clinician today than their own clinicians next week. High-performing practices allow patients to decide which takes priority.


Bodenheimer, T., Ghorob, A., Willard-Grace, R. & Grumbach, K. (2014).
The 10 building Blocks of High Performing Primary Care.
Annals of Family Medicine, 12(2), 166-171.