People Innovation Excellence

Saving time with reminders


Picture source:
By Ashlyn Kirk

In the healthcare industry, patient satisfaction is the key. Children’s Health in Dallas began looking for a process to improve its ambulatory services, the starting point for the process improvement initiative was when the department was evaluating staffing requirements for the ambulatory clinic. By centralized registration team to go into the clinics, so that registration can be done together at the same time when the patients’ appointments is scheduled, it gives the staff a lot more workload. The lack of staff was noticed by patients, who increasingly signaled that they were dissatisfied with their care.

The obvious answer, of course, is to hire more workers. However, to improve the efficiency the manager decided to initiate a process improvement using Lean Six Sigma. Under the registration system, staff members manually called as many patients as possible to remind them of their appointments. The initial thought, which was to eliminate the process of phoning patients with appointment reminders, obviously couldn’t be done.

The answer to the problem was to use an automated system from TeleVox. The Tele-Vox system called or texted patients three days prior to their appointment, allowing patients to confirm or cancel their appointment via phone. If the TeleVox system did not receive a response, only then did the centralized appointment team manually contact the patient two days prior to the appointment. This new system creates a funnel that reduces the amount of manual labor needed to remind patients of their appointments, allowing the staff to concentrate on patient satisfaction and care.

Published at :
Leave Your Footprint

    Periksa Browser Anda

    Check Your Browser

    Situs ini tidak lagi mendukung penggunaan browser dengan teknologi tertinggal.

    Apabila Anda melihat pesan ini, berarti Anda masih menggunakan browser Internet Explorer seri 8 / 7 / 6 / ...

    Sebagai informasi, browser yang anda gunakan ini tidaklah aman dan tidak dapat menampilkan teknologi CSS terakhir yang dapat membuat sebuah situs tampil lebih baik. Bahkan Microsoft sebagai pembuatnya, telah merekomendasikan agar menggunakan browser yang lebih modern.

    Untuk tampilan yang lebih baik, gunakan salah satu browser berikut. Download dan Install, seluruhnya gratis untuk digunakan.

    We're Moving Forward.

    This Site Is No Longer Supporting Out-of Date Browser.

    If you are viewing this message, it means that you are currently using Internet Explorer 8 / 7 / 6 / below to access this site. FYI, it is unsafe and unable to render the latest CSS improvements. Even Microsoft, its creator, wants you to install more modern browser.

    Best viewed with one of these browser instead. It is totally free.

    1. Google Chrome
    2. Mozilla Firefox
    3. Opera
    4. Internet Explorer 9