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Published on: January 15, 2017
Improving patient flow with a support service call center.
1ARAMARK Healthcare, Downers Grove, IL, USA. wyman-maryann@aramark.com
Summary
Implementing a call center model for hospital services like transport and housekeeping can enhance patient flow. A cost-benefit analysis, supported by financial executives, is crucial for evaluating this operational improvement.
Area of Science:
- Healthcare Operations Management
- Hospital Administration
- Process Improvement
Background:
- Inefficient patient flow is a significant challenge in healthcare settings.
- Centralizing support services like transport and housekeeping can streamline hospital operations.
Purpose of the Study:
- To evaluate the implementation of a call center model for centralizing hospital support services.
- To identify the key cost factors and benefits associated with this model.
Main Methods:
- Analysis of a call center model for transport and housekeeping services.
- Identification of costs related to labor and technology for call center setup.
- Recommendation for financial executive involvement in cost-benefit analysis.
Main Results:
- A call center model is identified as a key strategy for improving patient flow.
- Labor and technology are primary cost drivers for establishing a call center environment.
- Collaboration with financial executives is essential for accurate cost-benefit assessments.
Conclusions:
- Adopting a call center model can optimize hospital logistics and patient throughput.
- Strategic financial planning and analysis are vital for successful implementation.
- The model offers a pathway to enhanced operational efficiency in healthcare facilities.
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