"SAME DAY APPOINTMENT": FLEXIBLE SCHEDULE TO GUARANTEE ACCESS IN A FAMILY CLINIC OF RIO DE JANEIRO

Introduction and Objective: Disorganized and restricted patients access to a Family Clinic leads to direct or indirect users’ complaints and professionals’ dissatisfaction in their workplace. In order to ensure patients access we considered changing our schedule model, This presentation aims to describe the experience of implementing advanced-access into a Family Clinic in Rio de Janeiro. Method: Literature review and debates were organized among the professional to raise awareness and knowledge about open-access schedules. We have decided to schedule routine appointments for children and pregnant, one patient per hour and prioritizing the free schedule for patients seeking a same-day appointment. The backlog was cleared on the first days of the month. Results and conclusion: At first, there was a significant increase in assistance pressure. Over time, however, the reduction of waiting time for a same day consultation was clear, increasing users’ satisfaction. Also there was a dramatic reduction in absenteeism of scheduled appointments as well as a reduction in referrals. Therefore, rethinking the scheduling model, ensuring access to the FC made big improvements in user´s and professional’s satisfaction.