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Enhancing customer service in the admitting process.

M Somers1

  • 1St. Marys Hospital Medical Center, Madison, WI.

Healthcare Financial Management : Journal of the Healthcare Financial Management Association
|August 6, 1994
PubMed
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St. Marys Hospital improved its patient admitting process by implementing a preadmitting system and enhancing its telephone services. This benchmarking study led to faster admissions and better patient care through improved information coordination and triage identification.

Area of Science:

  • Healthcare Management
  • Hospital Operations
  • Patient Flow Optimization

Background:

  • Benchmarking studies are crucial for identifying best practices in healthcare.
  • Hospital admitting processes significantly impact patient experience and operational efficiency.
  • Inefficiencies in admitting can lead to delays and decreased patient satisfaction.

Purpose of the Study:

  • To evaluate the impact of a preadmitting system on hospital admitting efficiency.
  • To improve patient service through enhancements in the hospital telephone system.
  • To benchmark St. Marys Hospital's admitting process against 28 other healthcare organizations.

Main Methods:

  • Participated in a multi-organization benchmarking study.
  • Transitioned from a traditional admitting system to a preadmitting model.

Related Experiment Videos

  • Coordinated admitting system information across departments.
  • Enhanced the hospital's telephone system for improved patient communication.

    • Main Results:

    • Achieved a faster hospital admitting process.
    • Improved the telephone system to better serve patients.
    • Enhanced the ability to identify and manage triage patients.
    • Successfully coordinated admitting system information.

    Conclusions:

    • Benchmarking and system மாற்றங்கள் can significantly optimize hospital admitting processes.
    • Preadmitting systems improve efficiency and patient care.
    • Enhanced communication systems are vital for patient satisfaction in hospitals.