Reboot Your View of University of Louisville Access Center
The University of Louisville Access Center needs to align services with department requirements and improve communication to enhance patient care access. Efforts include improving benchmark indicators, providing customer service training, and creating a communication toolkit.
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Presentation Transcript
Reboot your View of the University of Louisville Access Center: A LIAM Project Jennifer Daily, MD, Associate Professor, Family & Geriatric Medicine Luz Huntington-Moskos, PhD, RN, CPN, Assistant Professor, Nursing Maria Mendoza, MD, Assistant Professor, Pediatrics Marija Sasek, DMD, Associate Professor, Dentistry Rodolfo Zamora, MD, Associate Professor, Orthopaedic Surgery
Needs regarding Patient Care Access According to the Institute for Healthcare Improvement (IHI): For efficient patient care access, supply and demand must be in equilibrium. No backlogs of appointments No delay in service delivery Demand can be predicted accurately based on population, scope of provider practice and,even by practice style of each provider.
Needs The Current Situation with Patient Access at the University of Louisville Three Benchmark Indicators are used to assess patient access: Bumped Appointments Third Next Available Appointment Referrals There is a need to improve efficiency and access to UofL clinics; a parallel improvement in customer service is noted as well.
Needs The Access Center (AC) is utilized by multiple departments in varying degrees of implementation. Currently, the services provided by the AC are not optimally aligned with the services required by each department. Physicians appear to have minimal understanding regarding the function of AC, its benefits or its limitations. Employees with patient contact need continued customer service training in their respective departments to facilitate and connect patients with the AC.
Approach Improving communication between the AC and each unique department can facilitate the improvement of the 3 stated benchmark indicators. A video focused on the AC to highlight 1) resources, 2) importance of benchmark indicators and general recommendations to improve indicators and 3) better communication with the AC. Future efforts to improve access and customer service in each department may include 1) a toolkit with the video and 2) a consultant team including an AC employee, a customer service specialist and a healthcare provider.
Benefits Maximizing use of resources already present in the system Cultivating enhanced customer service skills among faculty and staff Developing a team to improve Clinic Access Sharing lessons learned among different departments. Work one on one with department to maximize their use of the AC to fit their needs. Improving the communication within the organization
Competition Industry competition that UofL Health and partners face in our city, state, and beyond must stimulate culture change within the organization. While prioritizing customer service approach we could view the Access Center as the epicenter of both branding and building a business model that connects with patients the way they want to communicate. Utilizing a compassionate call center service is the key and goes a long way towards conveying a healing brand. Alternatives to a medical contact center : E-mail, Text/message, Live-Chat, Online knowledge, click-to-call support outsourced call center in-office management of patients calls (appointments, referrals, and follow- ups)
