Reducing calls missed by the hospital telephone exchange from 26% to less than 10.

ABSTRACT: A hospital's telephone exchange is the first point of contact for patients and their attendants to take appointments, to collect healthcare related information and to connect to the hospital in case of emergencies. At Sitaram Bhartia Institute of Science and Research the doctors, patients, and attendants often complained about the inefficiency of the hospital exchange. In February 2012, a doctor raised her concern of calls not being picked up at the exchange with the senior management and a QI project was initiated to tackle the problem. Baseline data showed that about 26% of incoming calls to the hospital during 8am to 8pm were not being picked up. On the basis of the baseline data, call audits, staff interviews, and observations the project team identified the defects. These defects were

SUBMITTER: Bhartia S 

PROVIDER: S-EPMC4752711 | biostudies-literature | 2016

REPOSITORIES: biostudies-literature