How to improve responsiveness to patient phone calls
Quality improvement Presentation
Student Name __________________________________Topic: _____________
Student Presentation Grading Criteria
You will submit your quality improvement project from your management/leadership practicum. A power point presentation should include the points mentioned in the organization of material and should include your voice integrated into the power point slides.
Points
Possible Actual
Organization of Material (19)
Introduction--Subject and self 2
2. List 2 Behavorial Objectives 2
(what you expect your audience to learn
—list in your powerpoint presentation)
3. Understanding of the subject matter 2
4. Comprehensive coverage of the subject 2
5. Logical sequence & flow of ideas 2
6. Identified relevance to nursing practice 2
7. Systems approach-- 6
why is the monitoring required?
where does the information get
processed?
where does this issue belong in the
organization?
are there regulatory requirements
that require this issue to be monitored?
how do results get communicated?
do staff and management value the
results?
what is the risk management process?
is quality important to the organization?
are the standards understood by staff?
8. Conclusion (summary of main points) 2
Design of PPT presentation --
Speech distinct, easily heard, 1
minimal use of notes
Clarity of presentation within PPT 1
Effective use of power point audiovisuals 2
Integration of concepts within PPT 1
Total: ___/25
Comments:
At Lynn Community Healthcare Center their customer rating according to yelp.com has been 2 out of 5 for years. Many of the patient complaints are about phone calls that are not returned promptly or wait time on hold. This is one of the patient’s review.
Share review
Embed review
3/29/2016
“This office is a nightmare. The WORST customer service I have ever seen. Yesterday I witnessed my coworker stay hold for literally 33 minutes. As soon as someone answered they hung up on her! She called back again today to speak with a manager and was kept on hold for over 15 minutes and got \"disconnected\" again! Working at an office myself, that is completely unacceptable. Even if you\'re lucky enough to get someone on the phone, they cop an attitude right away and just transfer you to random departments so you\'re back at square 1. I understand they\'re location on UNION STREET IN LYNN, but that does not give them a reason to run an establishment like this. You just can\'t win with this office. If you\'re miserable, then please find another job. Management needs to step their game up because their staff is making them lose patients
After reading this patient review and looking at the Lynn Community Healthcare Center rating, I wanted to do a Quality improvement project on how to improve responsiveness to patient phone calls and improve patient satisfaction.
I found two articles that may help.
https://www.ncbi.nlm.nih.gov/pubmed/29800989
APA O\'Brien, L. K., Drobnick, P., Gehman, M., Hollenbeak, C., Iantosca, M. R., Luchs, S., Manning, M., Palm, S. K., Potochny, J., Ritzman, A., Tetro-Viozzi, J., Trauger, M., & Armstrong, A. D. (2017). Improving Responsiveness to Patient Phone Calls: A Pilot Study. Journal of patient experience, 4(3), 101–107. https://doi.org/10.1177/2374373517706611
