How do we utilize information technology to reduce telephone calls in the clinical laboratory?

Using a multidisciplinary approach, we sought to develop effective information technology (IT)-driven solutions to reduce both incoming and outgoing telephone communication to minimize errors and complaints while improving efficiency and workplace satisfaction.

We built 2 IT-driven workflows, one targeting incoming phone calls and the other outgoing calls. To reduce incoming calls, we implemented a shell test with a monitored dashboard, enabling nursing staff to electronically request blood product release for their patients. To reduce outgoing calls, we developed a web-based application for critical values that sends a secure message with patient information and the critical value, which the provider must acknowledge or refuse. Critical value disposition information is then fed back into the critical value application, and in the event of refusal to acknowledge, the technologist initiates timely escalation via manual workflows. We assessed incoming call volume for blood products, formal complaints, critical value notification turnaround time, and end-user satisfaction.

We significantly reduced incoming calls and formal complaints and received positive end-user satisfaction feedback for the critical value application. We did not find a difference in critical value reporting turnaround time after the intervention.

We successfully built IT-driven solutions, which reduced incoming and outgoing phone calls in our clinical laboratories. These efforts reduced complaints and created systems well received by end users.