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Call center performance affects patient perceptions of access and satisfaction
Kevin N Griffith1, Donglin Li, Michael L Davies
1VA Boston Healthcare System, 150 S Huntington Ave, Jamaica Plain Campus, Bldg 9, Boston, MA 02122.
The American Journal of Managed Care
|September 14, 2019
Summary
Shorter telephone wait times, measured by average speed of answer (ASA), improve patient satisfaction with urgent care access in the Veterans Health Administration. Abandonment rate did not impact patient satisfaction.
Area of Science:
- Healthcare Management
- Patient Experience
- Health Services Research
Background:
- Limited research exists on the link between call center performance and patient-centered outcomes.
- Understanding this relationship is crucial for optimizing healthcare delivery and patient satisfaction.
Purpose of the Study:
- To quantify the relationship between telephone access measures (average speed of answer and abandonment rate) and patient satisfaction outcomes within the Veterans Health Administration (VHA).
Main Methods:
- Analysis of 2015-2016 data from the Survey of Healthcare Experiences of Patients linked with administrative data.
- Mixed-effects logistic regression models were used to assess the impact of ASA and AR on access and satisfaction outcomes, controlling for various patient and facility factors.
Main Results:
- A decrease in average speed of answer (ASA) was inversely associated with patients' perceptions of urgent care appointment access and timeliness.
- Telephone abandonment rate (AR) showed no significant association with any patient satisfaction outcomes.
Conclusions:
- Reduced telephone wait times correlate with enhanced patient perceptions of urgent care access, independent of appointment wait times.
- Findings offer critical insights for healthcare organizations and policymakers regarding call center resource allocation.
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