Murray M. Waiting for healthcare: Physician offices can dramatically reduce how long patients wait for appointments. Postgraduate Medicine. Feb 2003;113(2):13-14.

Patients will no longer wait for the healthcare community.  Murray defines what the healthcare community can do to improve the current system.

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Murray M, Tantau C. Same-day appointments: Exploding the access paradigm. Family Practice Management. September 2000;7(8):45-50.

Through a number of success stories, Murran and Tantau prove that same-day appointments are possible.

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Berry LL, Seiders K, Wilder SS. Innovations in access to care: A patient-centered approach. Annals of Internal Medicine. 2003;139(7):568-574.

A patient-centered access model helps patients secure appropriate and preferred medical assistance when and where it is needed. This paper presents patient-centered access as an integrated concept and philosophy to provide context for evaluating specific access initiatives based on these principles: work at the high end of expertise; align care with need and preference; and serve when service is needed.

Kilo C, Horrigan D, Godfrey M, Wasson J. Making quality and service pay: Part 1, the internal environment. Family Practice Management. 2000.

This article examines ways that practices can change their internal systems to maximize quality and service while increasing revenue.

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Goldratt EM
Great Barrington, Massachusetts, USA: North River Press Publishing Corporation; 1992

This book explains the Theory of Constraints.

Silva D. Capacity management: Get the level of detail right. Hospital Material Management Quarterly. 1994;15(4):67-74.

A detailed discussion of capacity management.

Shukla RK, O'Hallaron RD. AM admissions/PM discharges can reduce length of stay. Hospital & Health Services Administration. 1986;31(4):74-81.

This article challenges our present system of afternoon admissions and morning discharges for its inefficiency in utilizing patient stay at the hospital as well as for its insensitivity to consumer convenience.

Shukla RK. Admissions monitoring and scheduling to improve work flow in hospitals. Inquiry. 1985;22:92-101.

Although this article addresses inpatient staffing and nurse productivity, and is relatively technical, it contains concepts which are applicable to other areas as well.

Sahney VK. Managing variability in demand: A strategy for productivity improvement in health care services. Health Care Management Review. 1982;Spring:37-41.

A good discussion of demand management.

Fries JF, Koop CE, Beadle CE, et al. Reducing health care costs by reducing the need and demand for medical services. The Health Project Consortium. New England Journal of Medicine. 1993;329:321-325.

A detailed discussion of demand management by the Health Project Consortium. The authors offer an alternative to health care cost-control proposals such as managed competition, global budgets, rationing, and the like. They propose that wider use of preventive care would control growth of medical expenditures and make patients healthier at the same time.