Overview

The Improving Telephone Access Teleconference featured the approach and learning from a Southern California medical group that significantly improved patient satisfaction with telephone access, specifically how they decreased response times for calls and messages.

Status

The teleconference was held on Thursday, April 22, 2010 from 12:00 - 1:15 pm. Registration is closed for this teleconference. However, the presentation and audio recording are available:

Listen to the teleconference (Windows Media Audio)

View teleconference presentation (PPT)

Benefits

Understand how one Southern California medical group improved telephone access, including:

• Forming a cross-functional team to identify problem areas and the desired future state
• Addressing system problems, such as developing standardized workflows for medication refills and standardized templates for the most frequent message types
• Implementing huddles as a means of verbal communication between the MA and physician
• Auditing and monitoring results

Participants

Faculty

• Christy Mokrohisky - Director, Performance Improvement, St. Joseph Heritage Medical Group