Table 3. Sample Patient-Centered Primary Care Home (PCPCH) Measures: Access to Care (Be There When We Need You)
• Make it easy for us to get care and advice for us and our family members.
• Provide flexible, responsive options for us to get care in a timely way.
StandardDescriptionMeasureDescription
In-person access

  • Make sure we can quickly and easily get an appointment with someone who knows us and our family.

  • Ensure that office visits are well-organized and run on time.

1. In-person access

  • PCPCH tracks and improves in-person access to care and patient satisfaction with in-person access to care.

  • Basic: PCPCH tracks and reports a standard measure of in-person access to care.

  • Intermediate: PCPCH sets a specific goal for improving an in-person access measure and demonstrates improvement.

  • Advanced: PCPCH meets a benchmark or demonstrates improvement in the percentage of patients reporting high satisfaction with access to in-person care on a patient experience survey.

2. After-hours access

  • PCPCH offers access to in-person care outside of traditional business hours.

  • Basic: PCPCH offers access to in-person care at least 4 hours weekly outside traditional business hours.

  • Additional measure: PCPCH offers access to in-person care ≥8 hours weekly outside traditional business hours.