Comparison of Urgent Care Center Access for TRICARE Prime Enrollees Before and After Implementation of a Re-Engineering Initiative

摘要

This study looked at a comparison of access in the McDonald Army Community Hospital (MACH) Urgent Care Center (UCC) before and after the implementation of a Re-engineering Initiative. The purpose was to implement and examine a re-engineering process to increase access for beneficiaries enrolled in TRICARE Prime, better utilize primary care providers and resources, and reduce overall costs of providing primary care. The Re-engineering Initiative used a process action team to develop a course of action that would best conform to the overall goals of the organization and the purpose of the Initiative. The courses of action were briefed to the hospital's Executive Committee, where the decision was made to operate the UCC at night, Sundays and major holidays. Additionally, the clinic would be available for the treatment of patients, as an extension of the General Outpatient Clinic (GOPC), during the day and on Saturdays. Raw data was collected from the Composite Health Care System for the period of one year, exported into spreadsheet and database programs and thoroughly analyzed. The Re-engineering Initiative plan of action was then developed based on the data analysis and expertise of the health care providers and ancillary staff. The plan was implemented April 1, 1999. Overall, the enrolled population of MACH reduced UCC utilization by 352 visits or 34.3 percent over the mean of the year studied. Additionally, the number of non- urgent patients was reduced by 746 visits or 48.3 percent.