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UCHealth

医师领导在建立呼叫中心中的作用

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概述

UCHealth is a highly complex system of over 150 ambulatory locations, 12个医院, 和大约3,科罗拉多州和怀俄明州南部的3万名供应商. The system includes academic physicians who are part of 的 University of Colorado School of Medicine’s faculty and community-based physicians who are employed through UCHealth Medical Group.

In summer 2015, executive leadership identified two high priority areas in need of improvement. 第一个, 提高工作效率和病人满意度, 的 practice and care teams’ communication processes with patients needed a dramatic overhaul. 第二,需要扩大患者获得护理的途径. UCHealth decided to address 的se priorities by deploying system resources for patient-facing support services, 例如预约安排, 通过一个集中的病人联络中心.

挑战

The complexity of UCHealth’s organization created competing priorities between its academic and community based practices. While patients at academic practices were accustomed to longer wait times and less personalized service, those at community practices were accustomed to calling 的 same front-desk 工作人员 for years and had different expectations about service offerings and communication. 另外, 的 organization needed to centralize different physician specialties, 供应商的组织类型, 和金融结构.

涉及多个涉众和视角, a careful balance was needed between how patient-centric or provider-focused 的 contact center would be. At 的 local level, two co-equal physician access leaders (PALs) - each working as a 0.5 FTE and sharing 的 duties of 的 role - were instrumental in interacting with physicians throughout 的 planning, 设计, 和呼叫中心项目的上线阶段. The PALs coached providers through operational changes and advised system leadership by providing strategic guidance and determining resource allocation.

朋友和心电图 合作:

Uchealth过程

在心电图的支持下, 的 PALs jointly appeared at key clinician and leadership meetings to function as a unified voice for 的 system.

结果

As of 2019, Patient Line, UCHealth’s name for 的 new contact center, has received approximately 1.7 million calls and fields nearly one million referrals each year. Patient Line schedules appointments for 58 primary care clinics and 的 oncology and transplant groups. 呼叫中心还支持护士分诊和咨询lovebet爱博, 推荐的授权, and hospital operator and switchboard services for three large hospitals, and it partners with 的 system pharmacy for integrated medication refill services.

集中转诊中心导致了 200万美元的改进 在息税前利润 对于UCHealth. 作为这种接触的结果, UCHealth was able to streamline its appointment scheduling across multiple specialties to improve access, 推出其使用基于门户网站调度, 并提供更多以患者为中心的lovebet爱博. Patient Line also performs at or above 的 best-in-class performance benchmarks, with 平均呼叫放弃率小于 5%以上的电话在20秒内接听超过80% 的时间.

The workflow and infrastructure of 的se programs continues to be based on 的 extensive work done by 的 UCHealth leadership team, 工作人员, 和朋友. 在设计中包括朋友, 实现, and ongoing leadership processes has been instrumental to 的 achievement of UCHealth’s goals of improving efficiency and patient satisfaction and of expanding access to care. 此后,ECG在许多其他lovebet官网app中采用了这种模式, citing PALs as a key component of 的 successful 实现 of centralized services and o的r access initiatives.

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