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Related Experiment Videos

The automatic call distributor: one answer to appointment-making problems.

R L Goldstein

    Medical Group Management
    |February 10, 1984
    PubMed
    Summary
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    Increased patient volume overwhelmed appointment desk staff. Implementing a computerized appointment system and an automatic call distributor resolved telephone answering delays, improving clinic operations.

    Area of Science:

    • Healthcare Management
    • Operations Research
    • Health Informatics

    Background:

    • Rising patient volumes led to significant delays in telephone response times at the appointment desk.
    • Mounting complaints from patients and clinic staff highlighted the urgent need for operational improvements.

    Purpose of the Study:

    • To investigate solutions for managing increased patient volume and improving appointment desk efficiency.
    • To evaluate the effectiveness of implementing a computerized appointment system and an automatic call distributor.

    Main Methods:

    • A case study approach was employed to analyze the implementation of two new systems.
    • The study involved the conversion to a computerized appointment system followed by the installation of an automatic call distributor.

    Related Experiment Videos

    Main Results:

    • Initial conversion to a computerized system did not immediately alleviate telephone answering delays.
    • The subsequent installation of an automatic call distributor, alongside the computerized system, successfully improved clinic operations.

    Conclusions:

    • Simultaneous implementation of new systems presented challenges but ultimately proved effective.
    • The integrated approach of a computerized appointment system and automatic call distributor smoothed clinic operations and addressed patient volume challenges.