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Sample citation for Mark Murray and Associates papers:

Mark Murray and Associates. Doctors on the move. c2009. Alberta AIM: Access ∙ Improvement ∙ Measures [Internet].Cited [Year Month Day]. Available from: http://www.albertaaim.ca/Resources/Access/20090601_doctorsonthemove_MMA.pdf

General AIM	Group Visits	Reference Lists
Access	Measurement	Scripts
Appointment Types	No-Shows	Service Agreements
Backlog Reduction	Office Efficiency	Spread
Contingency Plans	Optimizing Care	Teams
Continuity	Optimizing Staff	Tools
Demand Reduction	Panel
Financial	Patient Satisfaction
Front Desk	Quality Improvement
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General AIM

• Aim, Change and Desired Outcomes [Goals, Strategies and Expected Outcomes] MMA
• Allocation of Workload in Specialty Care MMA
• Dating Service MMA
• Executive Review of Improvement Projects: A Primer for CEOs and Other Senior Leaders [electronic resource] *
• The Health and Economic Consequences of Achieving a High Quality Primary Care Healthcare System in Canada: "Applying What Works in Canada: Closing the Gap" [electronic resource]
• Making Health Care Better [electronic resource]
• Systems Can Be Harmful to Patients MMA
• The Wait Starts Here: The Primary Care Wait Time Partnership: Final Report [electronic resource]
• What Are the Critical Attributes and Benefits of a High Quality Primary Health-Care System [electronic resource]
• What’s in It For Me: Benefits for Physicians MMA
• Why is Access Improvement Work Difficult to Accomplish MMA

Access

• Advanced Access: New Providers MMA
• Advanced Access: Part-Time Providers MMA
• Advanced Access: Summary of Key Measures New
• Carve Outs MMA
• Central Triage: Dialogue and Assessment MMA
• Central Triage Introduction MMA
• Central Triage Mechanisms MMA
• Constraints MMA New
• Cumbersome Intake Systems in Specialty Care MMA
• Distribution of New Patient Work in Specialty Care MMA
• Doctors on the Move MMA
• First Third Next Available MMA
• Five Day Access Goal MMA New
• Future Open Capacity MMA
• Identification of Constraints MMA
• Measuring Delay for Group Visits and Classes MMA
• Pooling in Specialty: Q and A MMA
• Priority and Triage Systems MMA
• Provider Capacity Limits MMA
• Same-Day Appointments: Exploding the Access Paradigm [electronic resource]
• Specialty Care System Performance Measures MMA
• Telehealth: Q and A MMA
• Third Next Available Appointment (TNA): Q and A MMA
• Transitioning to an Advanced Access Model MMA
• Collaborative to Improve Access in Primary Care: Accelerating Improvement: Meeting Materials [electronic resource] *

Appointment Types

• Appointment Types in Primary and Specialty Care MMA New
• Restrictions on Physicals MMA

Backlog Reduction

• Backlogs and Carve-Outs MMA
• Improve Scheduling to Eliminate Patient Backups [electronic resource] *
  

Contingency Plans

• Advanced Access and Contingency Plans MMA
• Plans for Patients of the Absent Provider MMA
• Post-Vacation Scheduling for Primary and Specialty Care MMA

Continuity

• Continuity: Q and A MMA
• Two Continuity Studies Done at Kaiser MMA

Demand Reduction

• Appointing into the Future MMA
• Demand Reduction in a Pay Per Visit Environment MMA
• Return Visit Rates MMA

Financial

• Family Doctor Boosts Earnings with Pay for Performance Plan [electronic resource] *
• Myth of the Full Schedule MMA
• Physician Compensation MMA
• Provider Visits in Salaried and Non-Salaried Environments MMA
• Reincentivizing Physicians MMA
• Reinvention of Community Health Centers: The Movement from Visit to Panel MMA
• System Performance Goals MMA
• Visits are Fixed; Waits are Variable MMA

Front Desk

• Does Your Front-Desk Staff Draw Patients In-Or Turn Them Off? [electronic resource] *
• Scripting at the Front Desk MMA

Group Visits

• Building a Patient Registry From the Ground Up [electronic resource]
• Group Visits 101 [electronic resource] *
• Measuring Delay for Group Visits and Classes MMA New
• Planning Group Visits for High-Risk Patients [electronic resource]

Measurement

• Advanced Access: Summary of Key Measures MMA
• Calculation of Supply in a Complex Specialty Care Practice or Program MMA
• Delay Measurement MMA
• Examining Demand, Supply and Activity (DSA) MMA
• Measurement Cheat Sheet MMA
• Measurement of Delays into Specialty Care MMA
• Measurement of Demand as "Bodies" vs Time MMA New
• Summary Paper on Measurement of Third Next Available (TNA) in Specialty Care MMA New
• Tips for Balancing Demand and Supply MMA

No-Shows

• Practice Pearls: Reducing No-Shows [electronic resource]
• Provider Influence on No-Shows MMA
• Strategies For Reducing No-Shows MMA

Office Efficiency

• Collaborative to Improve Access in Primary Care: Accelerating Improvement: Meeting Materials [electronic resource] *
• Complicated Patients and Red Zone Time MMA
• Equation for Determining Number of Rooms Required MMA
• Five Levels of Mapping MMA
• Get More Done [electronic resource] *
• Late Patients MMA
• Lean Thinking: Q and A MMA
• Office Design That Works [electronic resource] *
• Practice Hints For Staff and Providers MMA
• Promising Practices in Safety-Net Clinic Design [electronic resource] New
• Successful Practices Do It Now! [electronic resource] *
• Synchronization with Room as the Constraint MMA
  

Optimizing Care

• Optimizing Primary Care Delivery MMA
• Specialty Care: Basic Issues MMA
• System Performance Goals MMA

Optimizing Staff

• An Effective Way to use Assistants [electronic resource] *
• Principles for Dealing with Patients as Customers AIM New
• Roles for Mid-Level Providers MMA
• When Clinicians Lead [electronic resource]
• Workload Analysis MMA
  • EEG Tech Activity Graph MMA

Panel

• 12, 18 and 36 Month Panel MMA
• Advanced Access: Part-Time Providers MMA
• Age and Sex Adjusted Medical Equivalents MMA
• Current and Ideal Panel Size MMA
• Panel / Caseload Size Limit MMA New
• Panel and Caseload Equity MMA
• Panels and Wait Times in an Academic Setting MMA
• Visits and Panels: Q and A MMA
  

Patient Satisfaction

• Patient, Provider and Staff Satisfaction Survey MMA
• Principles for Dealing with Patients as Customers AIM

Quality Improvement

• Going Lean in Health Care [electronic resource] * New
• NQC Game Guide: Interactive Exercises for Trainers to Teach Quality Improvement in HIV Care [electronic resource] * New
• Road Map for Quality Improvement: A Guide for Doctors [electronic resource] New

Reference Lists

• Advanced Access References 2005 MMA
• Continuity and Population Management Reference List MMA

Scripts

• Sample Scripts for Appointment Clerks and Receptionists MMA

Service Agreements

• Service Agreements

Spread

• Ten Minute Bites to Help Others Understand MMA
• Ten Minute Bites to Help Others Understand (Specialty Care) MMA
• The Science Of Spread: How innovations in Care Become the Norm [electronic resource]

Teams

• Building Teams in Primary Care: Lessons From 15 Case Studies [electronic resource]
• Building Teams in Primary Care: Lessons Learned [electronic resource]
• Can Health Care Teams Improve Primary Care Practice? [electronic resource]

Telephone Management

• How Does Your Practice Sound On The Phone? [electronic resource]

Tools

• A Toolbox Of Resources to Simplify Your Practice [electronic resource]