Once satisfaction data is generated, these data can be used in a variety of ways to provide quality improvement. This activity can best be accomplished through telephone care meetings with a physician and all telephone care providers in the practice. In these meetings all comments/complaints should be reviewed, trends in service standard numbers (eg. call response times) and caller satisfaction can be followed, and education on patient care issues can occur. If satisfaction data are generated in a provider specific way, this data can also be covered in phone care personnel performance reviews.
Health care provision is increasingly competitive. Much contact with patients/families is by telephone. A great opportunity exists in the assessment and improvement of caller satisfaction in telephone care.
The recommendations in this publication do not indicate an exclusive course of treatment or serve as a standard of medical care. Variations, taking into account individual circumstances, may be appropriate. This content is for informational purposes only. It is not intended to constitute financial or legal advice. A financial advisor or attorney should be consulted if financial or legal advice is desired.