Improved scheduling operations in diagnostic imaging

This article describes the transformation of the scheduling function at Anne Arundel Diagnostic Imaging in Maryland, which once generated the most complaints at the facility. The vital function of scheduling was inconsistent in its approach where variation could result in errors. Errors might have required rescheduling, resulting in lost revenue for the unused appointment slot, whereas a successful scheduling operation depends on quickly answered calls. An analysis of call volume, talk times, abandonment rates, and wait times was conducted. Improvements included the installation of a new phone system and workflow changes resulting in increased prompt answering of calls, employee satisfaction, and physician referrals.