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A Pre-Post Comparison of Service Operational Efficiency and Patient Satisfaction Under Open Access Scheduling

Parente, Diane H.; Pinto, Mary Beth; Barber, Joseph C.

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Atbstract: Three benefits of Open Access scheduling are tested pre- and postimplementation. Open Access improved operational efficiency, decreased number of days between appointment scheduling and being seen by a physician, and allowed more patients to see their primary care physician. Finally, results indicated that there was no significant difference in patient satisfaction.

Diane H. Parente, PhD, is Associate Professor of Management, Sam & Irene Black School of Business, Penn State Erie, Pennsylvania. E-mail: dhp3@psu.edu.

Mary Beth Pinto, PhD, is Associate Professor of Marketing, Sam & Irene Black School of Business, Penn State Erie, Pennsylvania. E-mail: mxp49@psu.edu.

Joseph C. Barber, MD, Erie Pediatrics, Pennsylvania. E-mail: JBarber@cc-peds.net.

© 2005 Lippincott Williams & Wilkins, Inc.