Session ID: 
138

The Evolution of the Hospital Call Center

11:30am - 12:30pm Wednesday, March 11
Orlando - Orange County Convention Center
W207C

Description

The Joint Commission has recognized the danger of communication failures in healthcare with its National Patient Safety Goal #2, “Improve staff communication." Layering on technology solutions has been a popular response, but more technology alone does not necessarily bring greater collaboration, accuracy, or security to patient care. The Medical University of South Carolina (MUSC) tackled the issue of healthcare communication by elevating and transforming a centralized function already in operation: the hospital’s call center. Call centers are on the front lines of patient communications, and also often responsible for care activities like launching critical codes. This presentation details how the MUSC call center has evolved, how call center staff responded to the challenge, and the call center’s critical role in the successful implementation of an integrated technology platform to 3,800 users.

Learning Objectives

  • Identify the benefits of centralization and standardization of healthcare communication
  • Describe the key concepts behind the strategy of upgrading a hospital call center
  • Discuss the results of an upgraded call center and appraise the extent to which barriers can be successfully overcome

Speaker(s)

Registered Radiologic Technologist and Director of Hospital Communications Call ,
The Medical University of South Carolina

Continuing Education Credits

ABPM
1.00
CAHIMS
1.00
CME
1.00
CNE
1.00
CPHIMS
1.00

Audience

CIO/CTO/CTIO/Senior IT
Chief Quality, Chief Clin Transformation Officer
IT Professional

Level

Intermediate