Accession Number:

ADA493524

Title:

Case Study: South Texas Veterans Health Care System's Communication Center

Descriptive Note:

Final rept. Jul 2007-Jul 2008

Corporate Author:

SOUTH TEXAS VETERANS AFFAIRS HEALTH CARE SYSTEM SAN ANTONIO TX

Personal Author(s):

• Kinsel, Paula A.

Report Date:

2008-07-14

Pagination or Media Count:

65.0

Abstract:

This is a case study of the South Texas Veterans Health Care Systems Communication Center located at the Kerrville Division in Kerrville, Texas. This project discusses missed, scheduled appointments and their impact on clinic waiting times, as well as the development of the Communication Center at Kerrville Division as a solution to reduce appointment no-shows. Through the evaluation of nine clinics over three periods, it was determined that patients who were telephoned within 48 hours of their scheduled clinic appointment were more likely to make their appointments than were those who were not called. These results not only improved access to health care, but also positively affected customer service.

Descriptors:

• *SCHEDULING
• *PATIENTS
• *OUTPATIENT CLINICS
• VETERANS(MILITARY PERSONNEL)
• TEXAS
• CUSTOMER SERVICES
• CASE STUDIES
• MEDICAL SERVICES

Subject Categories:

• Medicine and Medical Research
• Medical Facilities, Equipment and Supplies

Distribution Statement:

APPROVED FOR PUBLIC RELEASE