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Development of an interdisciplinary, telephone-based care program

J K Beck1, T J Dries, E C Cook

  • 1College of Pharmacy, University of Oklahoma, Oklahoma City 73190, USA.

American Journal of Health-System Pharmacy : AJHP : Official Journal of the American Society of Health-System Pharmacists
|April 2, 1998
PubMed
Summary
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A telephone-based care program at a Veterans Affairs medical center (VAMC) improved patient access and reduced urgent care wait times. This initiative successfully addressed patient concerns and conserved healthcare resources.

Area of Science:

  • Healthcare Management
  • Telemedicine
  • Patient Care Coordination

Background:

  • Patients at a Veterans Affairs medical center (VAMC) experienced difficulties contacting providers and faced long wait times in urgent care clinics.
  • Frequent transfers and challenges in reaching healthcare providers led to patient dissatisfaction and non-urgent issues being brought to urgent care.

Purpose of the Study:

  • To implement an interdisciplinary, telephone-based care program to resolve patient issues efficiently.
  • To provide telephone consultations, interventions, and referrals, thereby reducing the utilization of urgent care clinics for non-urgent problems.

Main Methods:

  • Established a dedicated telephone care team comprising a patient service representative, pharmacist, and nurse.
  • Developed protocols for patient problem resolution, clinical consultations, and documentation of telephone interactions.

Related Experiment Videos

  • Granted prescribing authority to the pharmacist to enhance service capabilities.

    • Main Results:

    • Achieved high patient satisfaction with the new telephone-based service.
    • Reduced average waiting times in the urgent care clinic from over three hours to less than two hours.
    • Generated an estimated annual net cost avoidance of $677,671 by reducing unnecessary urgent care visits.

    Conclusions:

    • The interdisciplinary, telephone-based care program effectively addressed patient concerns regarding access to care.
    • The program successfully improved patient access to healthcare services and optimized the use of urgent care resources.
    • This model demonstrates a successful strategy for enhancing healthcare delivery and resource management within a VAMC setting.