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.
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