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Essay / Research Paper Abstract
This 12-page paper provides an example of how a call track system can assist a university medical center in better allocation of professional resources to the community. Bibliography lists 4 sources.
Page Count:
12 pages (~225 words per page)
File: D0_MTcaltra.rtf
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Unformatted sample text from the term paper:
maintain a particular phone call tracking program to help a university-based hospital better serve its community, and to better use its resources to benefit the overall community.
Shands Healthcare is a teaching hospital of the University of Florida. Because of its position, this institute serves many health care needs, for example, the
outpatient ambulatory orthopedic surgical clinic is one of the services that this institute offers the community. In a given month, the clinics health care providers will see upwards of 500
patients. However, the program has a flaw -- namely that patients who try to reach the clinic by telephone tend to have
to wait through long waiting times. Even worse, the human workers sometimes lowe messages, and there is no record of the call.
The proposed solution, therefore, is to implement a patient phone-call/phone-log tracking system. The current system is adequate, but doesnt allow for tracking
or for very good follow-up. A pre-recorded menu allows callers to choose options, according to their purposes. Option 1, for example, takes them to the appointment desk, option 2 to
referrals, and so on. Messages are recorded by human workers, on message pads, then the message is placed in the appropriate location on a revolving message carousel, where staff members
pick up the messages, at their convenience. Such a system, needless to say, has its kinks -- and a lot of them.
Patients are forced to wait. Messages become misplaced. And Shands resources arent allocated as effectively as they can be. In this paper,
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