Situation

Lack of clarity about APP qualifications and inconsistent APP usage across practices was limiting overall productivity and community access to care. A standardized and more strategic approach was needed to solve these challenges.

Team Engagement Strategy

A team of five employees and one leader was assembled and equipped with Rapid Action, a toolkit for small problem solving teams.

Rapid Action Project Charter

How can we standardize an APP utilization strategy to increase access to care while optimizing physician workflow?

Sample of Solutions Implemented

1. Audited existing use models to better understand strengths and weaknesses which led to guidelines for determining the need for a new APP within a practice.
2. Standardized the education and promotion of APPs to patients and the community which increased confidence in APP expertise and slot utilization.
3. Implemented same day overflow access staff ed by APPs which increased visit volumes and prevented patient attrition to competitor practices.