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- Title
Improved Scheduling Operations in Diagnostic Imaging.
- Authors
Waldron, Mary Ann; Scott, Karen
- Abstract
* This article describes the transformation of the scheduling function at Anne Arundel Diagnostic Imaging in Maryland, which once generated the most complaints at the facility. * The vital function of scheduling was inconsistent in its approach where variation could result in errors. Errors might have required rescheduling, resulting in lost revenue for the unused appointment slot, whereas a successful scheduling operation depends on quickly answered calls. * An analysis of call volume, talk times, abandonment rates, and wait times was conducted. Improvements included the installation of a new phone system and workflow changes resulting in increased prompt answering of calls, employee satisfaction, and physician referrals.
- Subjects
MARYLAND; MEDICAL appointments; SCHEDULING; MEDICAL referrals; JOB satisfaction; BUSINESS management of health facilities
- Publication
Radiology Management, 2013, Vol 35, Issue 1, p30
- ISSN
0198-7097
- Publication type
Article