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[The present situation and subject]
Hisazumi Mori1, Kazunori Sakamoto, Norihito Tokonami
1Terumo Corporation Callcenter.
Gan to Kagaku Ryoho. Cancer & Chemotherapy
|January 23, 2003
Summary
Terumo Corporation enhances home healthcare services by improving equipment safety and patient support. This involves standardizing on-call information and advancing staff knowledge for better patient outcomes.
Area of Science:
- Home healthcare technology and patient support systems.
- Medical device servicing and call center operations.
- Regional healthcare network integration.
Context:
- Terumo Corporation provides home healthcare services, including home parenteral nutrition (HPN), home enteral nutrition (HEN), and home oxygen therapy (HOT).
- A 24/7 call center handles patient inquiries regarding equipment operation and troubleshooting.
- Challenges include varying patient/caregiver proficiency, knowledge gaps in support staff, and complex medical treatments requiring inter-agency collaboration.
Purpose:
- To enhance the simplicity and safety of home healthcare equipment.
- To improve the efficiency and effectiveness of on-call support services.
- To strengthen collaboration between patients, healthcare providers, and service agencies.
Summary:
- The study focuses on optimizing on-call support by analyzing patient and staff challenges.
- Key strategies include thorough initial patient/caregiver confirmation, standardizing on-call information, and sharing this data with hospitals and agencies.
- Efforts are directed towards advancing the knowledge base for inquiry handling and establishing systems to manage medical facility interactions.
Impact:
- Improved patient safety and satisfaction through more reliable equipment and support.
- Increased efficiency in resolving home healthcare equipment issues.
- Enhanced communication and coordination within the regional medical network, leading to better patient care outcomes.