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Computerized pediatric telephone triage and advice programs at children's hospitals: operating and financial
1Department of Pediatrics, Children's Health Care System, University of Washington School of Medicine, Seattle, USA. smelze@chmc.org
Insights
Children's hospital telephone triage and advice (TTA) programs operate at a financial deficit, despite being valued for marketing and satisfaction. Hospitals must ensure TTA program financial viability to maintain these essential services.
Area of Science:
- Healthcare Management
- Pediatric Healthcare
- Health Informatics
Background:
- Children's hospitals utilize telephone triage and advice (TTA) programs to manage patient communication.
- These TTA programs often employ proprietary software for pediatric call management.
Purpose of the Study:
- To evaluate the operational characteristics of children's hospital TTA programs.
- To assess the financial performance and perceived value of these TTA services.
- To understand the overall impact of TTA programs within pediatric healthcare settings.
Main Methods:
- A nationwide survey was conducted among 32 children's hospital-based TTA programs using specific TTA software.
- Data collected included program expenses, revenues, and manager-reported perceived value.
- Analysis focused on operating characteristics and financial outcomes over a 12-month period.
Main Results:
- Nearly 1.3 million calls were handled by 27 eligible TTA programs, serving approximately 1560 physicians.
- All surveyed TTA programs operated at a significant annual financial deficit, averaging $447,000.
- Program managers highly rated TTA programs for physician marketing and enhancing patient/physician satisfaction.
Conclusions:
- Children's hospital TTA programs are financially unsustainable when viewed independently.
- The perceived value in marketing and satisfaction may justify continued hospital support.
- Hospitals need strategic financial planning to ensure the long-term viability of TTA services or risk discontinuation.
Objective:
To describe the operating characteristics, financial performance, and perceived value of computerized children's hospital-based telephone triage and advice (TTA) programs.
Design:
A written survey of all 32 children's hospital-based TTA programs in the United States that used the same proprietary pediatric TTA software product for at least 6 months.
Main Outcome Measures:
The expense, revenues, and perceived value of children's hospital-based TTA programs.
Results:
Of 30 programs (94%) responding, 27 (90%) were eligible for the study and reported on their experience with nearly 1.3 million TTA calls over a 12-month period. Programs provided pediatric TTA services for 1560 physicians, serving an average of 82 physicians (range, 10-340 physicians) and answering 38880 calls (range, 8500-140000 calls) annually. The mean call duration was 11.3 minutes and the estimated mean total expense per call was $12.45. Of programs charging fees for TTA services, 16 (59%) used a per-call fee and 7 (26%) used a monthly service fee. All respondents indicated that fees did not cover all associated costs. Telephone triage and advice programs, when examined on a stand-alone basis, were all operating with annual deficits (mean, $447000; median, $325000; range, $74000-$1.3 million), supported by the sponsoring children's hospitals and their companion programs. Using a 3-point Likert scale, the TTA program managers rated the value of the TTA program very highly as a mechanism for marketing to physicians (2.85) and increasing physician (2.92) and patient (2.80) satisfaction.
Conclusions:
Children's hospital-based TTA programs operate at substantial financial deficits. Ongoing support of these programs may derive from the perception that they are a valuable mechanism for marketing and increase patient and physician satisfaction. Children's hospitals should develop strategies to ensure the long-term financial viability of TTA programs or they may have to discontinue these services.
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