医疗保健系统在现代化呼叫中心时应该考虑什么? 从退伍军人卫生管理局的早期考虑
Caroline Gray1, Barbara Lerner2, Jacqueline Egelfeld3
1Center for Innovation and Implementation (Ci2i), Veterans Health Administration (VA) Palo Alto Health Care System, Palo Alto, California.
概括
实施VA Health Connect等企业范围的呼叫中心需要平衡标准化流程与当地需求. 成功的关键因素包括早期领导承诺,足够的员工和培训,以及预测IT基础设施需求.
科学领域:
- 医疗保健管理的管理
- 医疗信息学 医疗信息学
- 公共卫生倡议 公共卫生倡议
背景情况:
- 医院和付款人越来越多地利用呼叫中心提供患者支持,包括行政任务,预约安排,计费查询和紧急护理.
- 退伍军人健康管理局 (VA) 在2020年推出了VA Health Connect,这是一个全国性的倡议,旨在现代化其呼叫中心运营.
- "VA Health Connect"旨在通过通过单一免费电话号码提供统一的24小时全天候虚拟服务模式,提升患者体验.
研究的目的:
- 在VA健康连接计划的开发和实施中确定关键的成功因素和挑战.
- 为医疗保健系统提供可操作的见解,这些医疗保健系统正在开展类似的企业范围的现代化计划.
- 为医疗保健呼叫中心提供未来资源配置和战略规划的信息.
主要方法:
- 质量评估包括采访29名临床和行政领导人,他们负责VA的当地服务网络现代化.
- 采访由博士级的定性方法学家进行,重点关注现代化的障碍和促进因素.
- 采用快速的定性分析方法,以确保及时和可靠的发现.
主要成果:
- 具有挑战性的截止日期提供了动力,而标准化流程和地方适应的平衡促进了实施.
- 积极关注人员配置,招聘和培训呼叫中心人员,加速了工作流程.
- 持续的国家和地方领导层的承诺,以及对IT基础设施需求的预测,对于成功至关重要.
结论:
- 医疗保健系统应该主动识别潜在的障碍,确保领导层的支持,并为大规模举措指定当地冠军.
- 早期和频繁的沟通,加上适合当地需求的灵活实施策略,是必不可少的.
- 调查结果为VA领导提供了有价值的指导,并对监管机构,保险公司和其他医疗保健系统产生了更广泛的影响.
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