Integrating call center and clinical communication technology to improve patient access and experience

Blankenship, A. Ray; Carr, Patricia

doi:10.1097/01.numa.0000651188.26984.76

Cited by 3 publications

(2 citation statements)

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“…Toward that end, some health systems operate off-hours call centers where experienced nurses can consult patients' electronic health records and, with pertinent information in hand, counsel patients, make clinical appointments and, in some centers, set up immediate telemedicine or in-person home visits with a member of the patient's care team. [52][53][54] Kaiser Permanente places its infusion pharmacies in the chemotherapy treatment space. The proximity encourages infusion pharmacists to visit their patients for educational, feedback-related, and relationship-creating purposes during treatment sessions.…”

Section: Fear Mitigationmentioning

confidence: 99%

Trust-Based Partnerships Are Essential — and Achievable — in Health Care Service

Berry

Awdish

Letchuman

et al. 2021

Mayo Clinic Proceedings

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When people think about trust in the context of health care, they typically focus on whether patients trust the competence of doctors and other health professionals. But for health care to reach its full potential as a service, trust must also include the notion of partnership, whereby patients see their clinicians as reliable, caring, shared decision-makers who provide ongoing "healing" in its broadest sense. Four interrelated service-quality concepts are central to fostering trust-based partnerships in health care: empathetic creativity, discretionary effort, seamless service, and fear mitigation. Health systems and institutions that prioritize trust-based partnerships with patients have put these concepts into practice using several concrete approaches: investing in organizational culture; hiring health professionals for their values, not just their skills; promoting continuous learning; attending to the power of language in all care interactions; offering patients "go-to" sources for timely assistance; and creating systems and structures that have trust built into their very design. It is in the real-world implementation of trust-based partnership that health care can reclaim its core mission.

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Section: Fear Mitigationmentioning

confidence: 99%

Trust-Based Partnerships Are Essential — and Achievable — in Health Care Service

Berry

Awdish

Letchuman

et al. 2021

Mayo Clinic Proceedings

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“…As regionalization increases in healthcare, it is becoming increasingly important to transport critically ill patients quickly and safely to specialty centers. Specialized pediatric transport teams provide better transport patient outcomes (10), and incorporation of these teams into hospital command centers may be beneficial to patients and hospital systems (11).…”

mentioning

confidence: 99%

Enhanced Efficiency in Pediatric Interfacility Transport Through a Centralized Hospital System Communication Center

Krennerich

Graf

Shekerdemian

et al. 2022

Pediatric Critical Care Medicine

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Assess the implementation of a new centralized communication center and the effect on our institution's interfacility transport team's ability to respond to requests for patient transport. DESIGN:Retrospective review of data over 12 months prior to opening compared with 12 months after implementation of our centralized communication center. SETTING:Quaternary academic pediatric hospital system with three campuses, a specialized transport team with expertise in pediatric, neonatal, and maternalfetal critical care, and a new centralized hospital system communication center. PATIENTS:All patients for whom transport to our hospital system was requested within the review period. INTERVENTIONS:Our hospital developed a multidisciplinary, centralized hub incorporating technology and integrated electronic tracking systems to coordinate real-time patient flow including intra-and interhospital transfers. One function of this center is to provide a communication center for critical care transports. Multiple new protocols and processes for transport were implemented upon opening. MEASUREMENTS AND MAIN RESULTS:After implementation, total transports increased 60% (from 1,200 to >1,900 transports/yr). Team dispatch time decreased 40% from 57-34 minutes. Time from initiation of call to physician acceptance decreased 15% (median, 27-23 min). Over the same interval, there were 59% fewer lost transport opportunities. With this growth, our program was able to expand our transport program in scope and numbers. CONCLUSIONS:A centralized communication center for pediatric hospital patient flow that included specialized critical care patient transport has increased transport capacity and enhanced efficiency throughout our multicampus hospital system.

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Patients’ views on health promotion and disease prevention services provided by healthcare workers in a South African tertiary hospital

Melariri

Kalinda

Chimbari

2023

BMC Health Serv Res

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Background Patients’ views and experiences in healthcare institutions provide a means of assessing the quality of services patients receive from healthcare workers (HCWs). However, the views of patients on the health promotion (HP) and disease prevention (DP) services offered by HCWs and the delivery mode have not been adequately studied. Aim This study assessed the views of patients on HP and DP services provided by various categories of HCWs. Setting The study was conducted at a tertiary hospital in the Nelson Mandela Bay Municipality, South Africa. Method An exploratory cross-sectional study was conducted among 500 patients. The questionnaire elicited responses from patients regarding the HP and DP services received from the different cadres of HCWs at three different admission phases: pre-admission phase (PAP), admission phase (ADP), and post-admission phase (POP). Descriptive, bivariate, and multivariate analysis was conducted. Results In the PAP, most patients (83.33%, n = 5; 87.85%, n = 217; and 76.14%, n = 150) seen by the rehabilitation health workers, medical doctors, and nurses respectively were empowered to manage their health. Patients attended to by nurses were 0.45 (95% CI 0.27–0.74) times less likely than those attended to by medical doctors to receive information that that will help them address the physical and environmental needs. In the ADP, patients attended to by nurses were less likely, compared to those attended to by medical doctors to be empowered to have good control over their health. In the POP, patients attended to by nurses are more likely to have their health behaviours change for better compared to those not seen by any HCW. Conclusion Patients attending tertiary hospital received greater HP and DP services during the PAP and ADP of patient care. Greatest influence for behavioural change of patients on HP and DP were achieved from the medical doctors, nurses and rehabilitation service staff. Improving structural factors may prove beneficial in enhancing patients’ experience from all HCW groups and phases of patient care.

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Integrating call center and clinical communication technology to improve patient access and experience

Cited by 3 publications

References 0 publications

Trust-Based Partnerships Are Essential — and Achievable — in Health Care Service

Trust-Based Partnerships Are Essential — and Achievable — in Health Care Service

Enhanced Efficiency in Pediatric Interfacility Transport Through a Centralized Hospital System Communication Center

Patients’ views on health promotion and disease prevention services provided by healthcare workers in a South African tertiary hospital

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