Patient Telephone Appointment System for High Volume Primary Care Sites
Abstract
The purpose of this research is to design a patient telephone appointment system for use in the Naval Medical Center San Diego's high volume Primary Care sites, which will reduce variation and ensure efficient, timely, convenient, and appropriate access to care. This study follows a Continuous Improvement philosophy of customer satisfaction, quality process improvement, and benchmarking, also known as "idealized process redesign." The study defines requirements for technology, staffing mix, training, logistics, and examines morale and process analysis in determining an "idealized" appointment system. This study may serve as a guide for healthcare organizations interested in designing or enhancing facility specific patient telephone access to care. The study illustrates that the competitive environment requires a much better understanding of customer needs and requirements (including internal customers), the hospital's capability, and how the hospital plans to change. Thus, the hospital must combine the right technological tools with sound business practices built upon key operational data. Improved and timely access enhances military readiness. More importantly, it demonstrates that healthcare organizations are committed to our customers' healthcare needs. F%inally,
Document Details
- Document Type
- Technical Report
- Publication Date
- Aug 01, 2000
- Accession Number
- ADA408315
Entities
People
- Francine M. Worthington
Organizations
- Naval Medical Center San Diego