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The telephone: managing demand.

¹Medical Group Management Association, Health Care Consulting Group, Atlanta, GA 30345, USA. ewwoodcock@mindspring.com

The Journal of Medical Practice Management : MPM

|February 8, 2000

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Medical group telephone systems are overloaded due to increased patient demand. Re-engineering focuses on managing call demand rather than simply adding staff or phone lines to improve communication efficiency.

Area of Science:

Healthcare Administration
Communication Systems Engineering

Background:

Medical group telephone systems are vital for patient communication.
Increasing patient demand for provider access is overloading current systems and operators.
Traditional solutions like hiring more staff or lines are insufficient.

Purpose of the Study:

To explore innovative methods for re-engineering medical group telephone systems.
To address the challenge of overloaded communication channels.
To propose demand-management strategies as an alternative to capacity expansion.

Main Methods:

Analysis of current telephone system usage patterns.
Identification of demand-management techniques applicable to healthcare communication.
Exploration of new applications for system re-engineering.

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Main Results:

Re-engineering telephone systems through demand management offers a sustainable solution.
New methods can optimize operator workload and patient access.
Focusing on managing demand, not just capacity, is key.

Conclusions:

Effective re-engineering of medical group telephone systems requires a shift towards demand management.
Implementing these strategies can alleviate operator overload and enhance patient access.
This approach provides a more efficient and scalable communication model.