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ELIMINATING BARRIERS TO ACCESS

ANA MARIA LINS GOMES 1 ; CRISTINA ELOI MATOS 1 ; FERNANDO DA SILVA FARACO 1 ; MARCIA MARIA LOURENÇA GADELHO 1 ; MONICA BEATRIZ LEITE DE PADUA 1 ; PAULO EUGENIO TARSO MEIRA BOREM 2
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The NAPS- Center for Primary Care Unimed Guarulhos was open in August 2012. After six months, patients were waiting at least 10 days to get an appointment. The primary care team wanted to reduce the waiting time to zero days. To achieve this goal, the team created an improvement project in February 2013, called Eliminating Barriers to Access (EBA). Using IHI Model for Improvement, the team redesigned the scheduling process implementing the “advanced access”. In April 2013, the waiting time for a visit was reduced to 5 days. Patients and the primary care team struggled with this concept at the beginning, making the implementation a huge challenge. With the Advanced Access model implemented in July 2014 was possible to reduce from 10 to 0 days the waiting for an appointment at NAPS. This result has remained sustainable for almost two years, contributing to patient satisfaction and better care, securing this important attribute of Primary Care.