Facilitation and Evaluation of a Call Center at St. Mary's Medical Center

2.50
Hdl Handle:
http://hdl.handle.net/10755/308274
Category:
Abstract
Type:
Presentation
Title:
Facilitation and Evaluation of a Call Center at St. Mary's Medical Center
Author(s):
Bryant, Carol Peyton
Lead Author STTI Affiliation:
N/A
Author Details:
Carol Peyton Bryant, DNP, RN, ACNP-BC, CCRN, ionaduc@yahoo.com
Abstract:

Poster presented on: Sunday, November 17, 2013, Saturday, November 16, 2013

Background/Significance of Problem: The process for admitting and transferring patients into the hospital setting is an important microsystem for an organization.  As economic pressures increase, all organizations need to take a closer look at patient throughput to identify potential breakdowns in the admission transfer process.

Clinical Question/Project Objective:  The project objective was to develop a central intake telephone service within a hospital that would streamline the admission process for referring physicians.  Developing a call center would increase hospital throughput of patients from surrounding communities and allow for increased referrals, improved collaboration between providers, and enhanced physician and patient satisfaction.

 

Clinical Appraisal of Literature/Best Evidence:

Previous research on critically ill, trauma, and myocardial infarction patients found that streamlined and timely patient throughput improved patient care and provider satisfaction. A gap in the literature exists for provider satisfaction and economic stakeholders during the referral, admission, or transfer process.

Integration into Practice/Discussion of Results:

This capstone project focused on the referral process, significance of care coordination, and provider experience.  An incremental increase in referrals was noted after the second quarter of Call Center implementation.  Provider surveys, while low in yield provided an additional perspective to quality of Call Center care delivery.  Internal business practices for an efficient admission process were identified and benchmark baselines set.  An opportunity for growth within this Magnet ™ facility was noted in charge nurse decision making related to bed assignment times.

 

 

Evaluation of Evidenced Based Practice/Implications:

A Call Center can be instrumental to build a microsystem in which other operating throughput systems can be developed.  This project was evaluated for financial and nonfinancial benefit and disseminated through a balanced scorecard format.  Development of appropriate systems to monitor missed referrals and protocols for addressing missed opportunities can make a difference in a hospital’s care delivery systems and business practices.

 

Keywords:
patient throughput; access to care
Repository Posting Date:
19-Dec-2013
Date of Publication:
19-Dec-2013
Conference Date:
2013
Conference Name:
42nd Biennial Convention
Conference Host:
Sigma Theta Tau International, the Honor Society of Nursing
Conference Location:
Indianapolis, Indiana, USA
Description:
42nd Biennial Convention 2013 Theme: Give Back to Move Forward. Held at the JW Marriott
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.

Full metadata record

DC FieldValue Language
dc.language.isoen_USen_GB
dc.type.categoryAbstracten_GB
dc.typePresentationen_GB
dc.titleFacilitation and Evaluation of a Call Center at St. Mary's Medical Centeren_GB
dc.contributor.authorBryant, Carol Peytonen_GB
dc.contributor.departmentN/Aen_GB
dc.author.detailsCarol Peyton Bryant, DNP, RN, ACNP-BC, CCRN, ionaduc@yahoo.comen_GB
dc.identifier.urihttp://hdl.handle.net/10755/308274-
dc.description.abstract<p>Poster presented on: Sunday, November 17, 2013, Saturday, November 16, 2013</p><b>Background/Significance of Problem:</b> The process for admitting and transferring patients into the hospital setting is an important microsystem for an organization.  As economic pressures increase, all organizations need to take a closer look at patient throughput to identify potential breakdowns in the admission transfer process. <p class="APA"><b>Clinical Question/Project Objective:  </b>The project objective was to develop a central intake telephone service within a hospital that would streamline the admission process for referring physicians.  Developing a call center would increase hospital throughput of patients from surrounding communities and allow for increased referrals, improved collaboration between providers, and enhanced physician and patient satisfaction. <p class="APA"><b> </b><p class="APA"><b>Clinical Appraisal of Literature/Best Evidence:</b><p class="APA">Previous research on critically ill, trauma, and myocardial infarction patients found that streamlined and timely patient throughput improved patient care and provider satisfaction. A gap in the literature exists for provider satisfaction and economic stakeholders during the referral, admission, or transfer process. <p class="APA"><b>Integration into Practice/Discussion of Results:</b><p class="APA">This capstone project focused on the referral process, significance of care coordination, and provider experience.  An incremental increase in referrals was noted after the second quarter of Call Center implementation.  Provider surveys, while low in yield provided an additional perspective to quality of Call Center care delivery.  Internal business practices for an efficient admission process were identified and benchmark baselines set.  An opportunity for growth within this Magnet ™ facility was noted in charge nurse decision making related to bed assignment times. <p class="APA"><b> </b><p class="APA"><b> </b><p class="APA"><b>Evaluation of Evidenced Based Practice/Implications:</b><p class="APA">A Call Center can be instrumental to build a microsystem in which other operating throughput systems can be developed.  This project was evaluated for financial and nonfinancial benefit and disseminated through a balanced scorecard format.  Development of appropriate systems to monitor missed referrals and protocols for addressing missed opportunities can make a difference in a hospital’s care delivery systems and business practices. <p class="APA"><b> </b>en_GB
dc.subjectpatient throughputen_GB
dc.subjectaccess to careen_GB
dc.date.available2013-12-19T17:29:11Z-
dc.date.issued2013-12-19-
dc.date.accessioned2013-12-19T17:29:11Z-
dc.conference.date2013en_GB
dc.conference.name42nd Biennial Conventionen_GB
dc.conference.hostSigma Theta Tau International, the Honor Society of Nursingen_GB
dc.conference.locationIndianapolis, Indiana, USAen_GB
dc.description42nd Biennial Convention 2013 Theme: Give Back to Move Forward. Held at the JW Marriotten_GB
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.en_GB
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