Table 1.

Summary of Intervention

Clinic Service	Preintervention	Postintervention
Access
Telephone service	Calls during business hours go to a general telephone line that is answered inconsistently	Call center for calls during business hours staffed with 2 care coordinators and 1 resident physician
	After-hours calls not answered	On-call resident physician available for urgent after-hours calls
	Medical triage by telephone not consistently available	Medical triage by telephone from resident physician always available
Medication renewal	Patients must bring pill bottles to clinic from 1 to 3 PM and wait for physician to renew prescription	Patients able to call the call center for medication renewals during business hours
Urgent appointment scheduling	No formal process for urgent care appointments (attending physicians must authorize same-day scheduling on a case-by-case basis)	5 Appointment slots protected each day for urgent care appointments
	Typical wait for appointments >2 mo
Coordination
Case management	Limited case management support from clinic staff	2 Care coordinators available to assist with case managementa
Outreach to patients who visit ED or hospital	No formal outreach to patients who visit the ED or hospital	Care coordinators visit hospitalized patients and telephone patients who visit the ED or hospital within 5 d of discharge
Team-based care	Residents had limited assistance managing patients between clinic visits	Residents worked closely with care coordinators who helped manage their patients between visits

Abbreviation: ED, emergency department.

^aFurther details are given in the text and Supplement (eAppendix).