Call center performance affects patient perceptions of access and satisfaction.

ABSTRACT:

Objectives

There is little research on the relationship between call center performance and patient-centered outcomes. In this study, we quantified the relationships between 2 measures of telephone access, average speed of answer (ASA) and abandonment rate (AR), and patient satisfaction outcomes within the Veterans Health Administration (VHA).

Study design

We analyzed 2015 and 2016 data from the Survey of Healthcare Experiences of Patients and linked them with administrative data to gather features of the patient visit and monthly measures of telephone access for each medical center.

Methods

We used mixed effects logistic regression models to estimate the effects of ASA and AR on a variety of access and satisfaction outcomes. Models were adjusted for patient-level dem

SUBMITTER: Griffith KN 

PROVIDER: S-EPMC8177735 | biostudies-literature | 2019 Sep

REPOSITORIES: biostudies-literature