Improving Responsiveness to Patient Phone Calls: A Pilot Study

Lisa K. O'Brien, Patricia Drobnick, Mary Gehman, Christopher S. Hollenbeak, Mark Iantosca, Sherri Luchs, Maureen Manning, Susan Palm, John Potochny, Angela Ritzman, Jennie Tetro-Viozzi, Mary E. Trauger, April Armstrong

Research output: Contribution to journalArticle

Abstract

Optimal patient-physician communication in the outpatient clinical setting is critical for safe and effective patient care. Keeping track of multiple patient telephone messages can be difficult and hazardous if a structured system is not in place. A multidisciplinary group at Penn State Health Milton S. Hershey Medical Center developed a standardized approach for addressing patient telephone calls at their outpatient surgical clinics. This program was designed to improve the patient experience by providing a realistic time frame for phone calls to be returned and requests fulfilled. Additionally, this system permitted phone calls to be tracked and documented appropriately and allowed for prioritization of urgent and emergent messages. Our intent for this program was to close potential gaps within the communication chain at our outpatient surgical clinics, improve overall communication between clinicians and their patients, and improve both patient and employee satisfaction.
Original languageEnglish (US)
Pages (from-to)101-107
JournalJournal of Patient Experience
StatePublished - Sep 2017

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Communication
Ambulatory Care Facilities
Telephone
Patient Satisfaction
Patient Care
Outpatients
Physicians
Health

Cite this

O'Brien, Lisa K. ; Drobnick, Patricia ; Gehman, Mary ; Hollenbeak, Christopher S. ; Iantosca, Mark ; Luchs, Sherri ; Manning, Maureen ; Palm, Susan ; Potochny, John ; Ritzman, Angela ; Tetro-Viozzi, Jennie ; Trauger, Mary E. ; Armstrong, April. / Improving Responsiveness to Patient Phone Calls: A Pilot Study. In: Journal of Patient Experience. 2017 ; pp. 101-107.
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title = "Improving Responsiveness to Patient Phone Calls: A Pilot Study",
abstract = "Optimal patient-physician communication in the outpatient clinical setting is critical for safe and effective patient care. Keeping track of multiple patient telephone messages can be difficult and hazardous if a structured system is not in place. A multidisciplinary group at Penn State Health Milton S. Hershey Medical Center developed a standardized approach for addressing patient telephone calls at their outpatient surgical clinics. This program was designed to improve the patient experience by providing a realistic time frame for phone calls to be returned and requests fulfilled. Additionally, this system permitted phone calls to be tracked and documented appropriately and allowed for prioritization of urgent and emergent messages. Our intent for this program was to close potential gaps within the communication chain at our outpatient surgical clinics, improve overall communication between clinicians and their patients, and improve both patient and employee satisfaction.",
author = "O'Brien, {Lisa K.} and Patricia Drobnick and Mary Gehman and Hollenbeak, {Christopher S.} and Mark Iantosca and Sherri Luchs and Maureen Manning and Susan Palm and John Potochny and Angela Ritzman and Jennie Tetro-Viozzi and Trauger, {Mary E.} and April Armstrong",
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O'Brien, LK, Drobnick, P, Gehman, M, Hollenbeak, CS, Iantosca, M, Luchs, S, Manning, M, Palm, S, Potochny, J, Ritzman, A, Tetro-Viozzi, J, Trauger, ME & Armstrong, A 2017, 'Improving Responsiveness to Patient Phone Calls: A Pilot Study', Journal of Patient Experience, pp. 101-107.

Improving Responsiveness to Patient Phone Calls: A Pilot Study. / O'Brien, Lisa K.; Drobnick, Patricia; Gehman, Mary; Hollenbeak, Christopher S.; Iantosca, Mark; Luchs, Sherri; Manning, Maureen; Palm, Susan; Potochny, John; Ritzman, Angela; Tetro-Viozzi, Jennie; Trauger, Mary E.; Armstrong, April.

In: Journal of Patient Experience, 09.2017, p. 101-107.

Research output: Contribution to journalArticle

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