2.50
Hdl Handle:
http://hdl.handle.net/10755/165191
Category:
Abstract
Type:
Presentation
Title:
IMPROVING TELEPHONE SERVICE IN AN OUTPATIENT GYNECOLOGIC ONCOLOGY CENTER
Author(s):
Burke, Catherine; Content, Russell; Jones, Mary; Kurian, Shiney; Philip, Valsamma; McLen, Christi
Author Details:
Catherine Burke, MS APRN-BC ANP AOCN, nurse practitioner, Houston, Texas, USA, email: cburke@mdanderson.org; Russell Content, MBA; Mary Jones, RN, BSN; Shiney Kurian, MSN, WHNP; Valsamma Philip, RN; Christi McLen, UT M.D. Anderson Cancer Center, Houston, Texas
Abstract:
Telephone service in our outpatient Gynecologic Oncology Center needed improvement. The receptionists had difficulty managing the volume and complexity of incoming calls, calls requiring rapid reply were sometimes mis-triaged, and calls were often not directed to the most appropriate personnel. Metrics of telephone service indicated a high degree of inefficiency. Staff expressed dis-satisfaction with the existing protocol. A multidisciplinary team representing clinic nurses, APNs, physicians, receptionists, patient schedulers, and the clinic business manager was formed. Our AIM statement was to improve the patient phone call experience through the use of a more effective messaging system and process. We voiced our commitment to excellent patient care, patient satisfaction, efficient use of resources, and teamwork. Multiple problems with the existing system were identified and solutions were developed. Call volume was addressed by implementing an automated routing message that directed specific, non-urgent calls (i.e. scheduling an appointment) to the appropriate staff. A process was established to distinguish urgent from non-urgent calls. It was determined that non-urgent calls would be answered within 24 hours, and an algorithm to ensure rapid response to urgent calls was developed. A customized clinic phone directory listing services, personnel, and contact numbers was provided to patients. Providers were encouraged to phone patients as soon as possible with key results and treatment recommendations as a proactive effort to reduce calls. The team also recognized that superior telephone service would require ongoing assessment and recommended that a standing committee remain in place. After implementation of these procedures, metrics of telephone service showed a 44.7% reduction in the abandoned call rate and a 32.8% reduction in the average speed to answer calls. Subjectively, we observed improved teamwork and staff satisfaction. Patient satisfaction data is being collected. The involvement of key stakeholders resulted in improvements in our telephone messaging system. This has permitted all clinic staff to better integrate telephone requests for service into their regular daily workflow. Providing patients with excellent phone service requires an ongoing focus. A dedicated team is essential to monitor and assess an existing phone system so that deficiencies can be recognized and corrected.
Repository Posting Date:
27-Oct-2011
Date of Publication:
27-Oct-2011
Conference Date:
2007
Conference Name:
32nd Annual Oncology Nursing Society Congress
Conference Host:
Oncology Nursing Society
Conference Location:
Las Vegas, Nevada, USA
Note:
This is an abstract-only submission. If the author has submitted a full-text item based on this abstract, you may find it by browsing the Virginia Henderson Global Nursing e-Repository by author. If author contact information is available in this abstract, please feel free to contact him or her with your queries regarding this submission. Alternatively, please contact the conference host, journal, or publisher (according to the circumstance) for further details regarding this item. If a citation is listed in this record, the item has been published and is available via open-access avenues or a journal/database subscription. Contact your library for assistance in obtaining the as-published article.

Full metadata record

DC FieldValue Language
dc.type.categoryAbstracten_US
dc.typePresentationen_GB
dc.titleIMPROVING TELEPHONE SERVICE IN AN OUTPATIENT GYNECOLOGIC ONCOLOGY CENTERen_GB
dc.contributor.authorBurke, Catherineen_US
dc.contributor.authorContent, Russellen_US
dc.contributor.authorJones, Maryen_US
dc.contributor.authorKurian, Shineyen_US
dc.contributor.authorPhilip, Valsammaen_US
dc.contributor.authorMcLen, Christien_US
dc.author.detailsCatherine Burke, MS APRN-BC ANP AOCN, nurse practitioner, Houston, Texas, USA, email: cburke@mdanderson.org; Russell Content, MBA; Mary Jones, RN, BSN; Shiney Kurian, MSN, WHNP; Valsamma Philip, RN; Christi McLen, UT M.D. Anderson Cancer Center, Houston, Texasen_US
dc.identifier.urihttp://hdl.handle.net/10755/165191-
dc.description.abstractTelephone service in our outpatient Gynecologic Oncology Center needed improvement. The receptionists had difficulty managing the volume and complexity of incoming calls, calls requiring rapid reply were sometimes mis-triaged, and calls were often not directed to the most appropriate personnel. Metrics of telephone service indicated a high degree of inefficiency. Staff expressed dis-satisfaction with the existing protocol. A multidisciplinary team representing clinic nurses, APNs, physicians, receptionists, patient schedulers, and the clinic business manager was formed. Our AIM statement was to improve the patient phone call experience through the use of a more effective messaging system and process. We voiced our commitment to excellent patient care, patient satisfaction, efficient use of resources, and teamwork. Multiple problems with the existing system were identified and solutions were developed. Call volume was addressed by implementing an automated routing message that directed specific, non-urgent calls (i.e. scheduling an appointment) to the appropriate staff. A process was established to distinguish urgent from non-urgent calls. It was determined that non-urgent calls would be answered within 24 hours, and an algorithm to ensure rapid response to urgent calls was developed. A customized clinic phone directory listing services, personnel, and contact numbers was provided to patients. Providers were encouraged to phone patients as soon as possible with key results and treatment recommendations as a proactive effort to reduce calls. The team also recognized that superior telephone service would require ongoing assessment and recommended that a standing committee remain in place. After implementation of these procedures, metrics of telephone service showed a 44.7% reduction in the abandoned call rate and a 32.8% reduction in the average speed to answer calls. Subjectively, we observed improved teamwork and staff satisfaction. Patient satisfaction data is being collected. The involvement of key stakeholders resulted in improvements in our telephone messaging system. This has permitted all clinic staff to better integrate telephone requests for service into their regular daily workflow. Providing patients with excellent phone service requires an ongoing focus. A dedicated team is essential to monitor and assess an existing phone system so that deficiencies can be recognized and corrected.en_GB
dc.date.available2011-10-27T12:14:08Z-
dc.date.issued2011-10-27en_GB
dc.date.accessioned2011-10-27T12:14:08Z-
dc.conference.date2007en_US
dc.conference.name32nd Annual Oncology Nursing Society Congressen_US
dc.conference.hostOncology Nursing Societyen_US
dc.conference.locationLas Vegas, Nevada, USAen_US
dc.description.noteThis is an abstract-only submission. If the author has submitted a full-text item based on this abstract, you may find it by browsing the Virginia Henderson Global Nursing e-Repository by author. If author contact information is available in this abstract, please feel free to contact him or her with your queries regarding this submission. Alternatively, please contact the conference host, journal, or publisher (according to the circumstance) for further details regarding this item. If a citation is listed in this record, the item has been published and is available via open-access avenues or a journal/database subscription. Contact your library for assistance in obtaining the as-published article.-
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