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Learning Objective 1: • identify two ways a call center can effect referrals into a hospital.
Learning Objective 2: • identify how a call center can increase provider satisfaction in the referral admission process.
Clinical Question/Project Objective: The project objective was to develop a central intake telephone service within a hospital that would streamline the admission process for referring physicians. Developing a call center would increase hospital throughput of patients from surrounding communities and allow for increased referrals, improved collaboration between providers, and enhanced physician and patient satisfaction.
Clinical Appraisal of Literature/Best Evidence:
Previous research on critically ill, trauma, and myocardial infarction patients found that streamlined and timely patient throughput improved patient care and provider satisfaction. A gap in the literature exists for provider satisfaction and economic stakeholders during the referral, admission, or transfer process.
Integration into Practice/Discussion of Results:
This capstone project focused on the referral process, significance of care coordination, and provider experience. An incremental increase in referrals was noted after the second quarter of Call Center implementation. Provider surveys, while low in yield provided an additional perspective to quality of Call Center care delivery. Internal business practices for an efficient admission process were identified and benchmark baselines set. An opportunity for growth within this Magnet ™ facility was noted in charge nurse decision making related to bed assignment times.
Evaluation of Evidenced Based Practice/Implications:
A Call Center can be instrumental to build a microsystem in which other operating throughput systems can be developed. This project was evaluated for financial and nonfinancial benefit and disseminated through a balanced scorecard format. Development of appropriate systems to monitor missed referrals and protocols for addressing missed opportunities can make a difference in a hospital’s care delivery systems and business practices.