Case Study: South Texas Veterans Health Care System's Communication Center

Abstract

This is a case study of the South Texas Veterans Health Care System's Communication Center located at the Kerrville Division in Kerrville, Texas. This project discusses missed, scheduled appointments and their impact on clinic waiting times, as well as the development of the Communication Center at Kerrville Division as a solution to reduce appointment no-shows. Through the evaluation of nine clinics over three periods, it was determined that patients who were telephoned within 48 hours of their scheduled clinic appointment were more likely to make their appointments than were those who were not called. These results not only improved access to health care, but also positively affected customer service.

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Document Details

Document Type
Technical Report
Publication Date
Jul 14, 2008
Accession Number
ADA493524

Entities

People

  • Paula A. Kinsel

Tags

Communities of Interest

  • Biomedical

DTIC Thesaurus Topics

  • Business Administration
  • Case Studies
  • Customer Services
  • Decision Support Systems
  • Delivery Of Health Care
  • Department Of Veterans Affairs
  • Family Medicine
  • Health
  • Health Care
  • Health Services
  • Medical Personnel
  • Patient Care
  • Patient Care Management
  • Spreadsheet Software
  • Veterans Health

Readers

  • Logistics and Supply Chain Management.
  • Mental Health of Military Veterans with Posttraumatic Stress Disorder (PTSD): Risk Factors, Prevalence, Symptoms, and Treatment.
  • Military Logistics and Supply Chain Management

Technology Areas

  • Fully Networked C3
  • Fully Networked C3 - Command and Control