Norwalk, Connecticut (PRWEB) January 29, 2004
At Norwalk Hospital in Norwalk, Connecticut, centralized scheduling streamlines access to the hospital's services and satisfies physicians and patients alike, in the following ways:
William Beaumont Hospital, Troy, Michigan
William Beaumont Hospital in Troy, Michigan uses a legacy centralized scheduling system that was established in the mid-1980s. Relying on a highly customized scheduling system, the central scheduling department manages 500,000 calls per year for over 300,000 services. Over the years, they have phased-in the scheduling of all radiology services, cardiology, neurology, employee health, nursing education, and other short-stay services. With 80 staff members in the department, there are 30-45 people scheduling patients for 2 hospitals and various off-campus facilities, including physician practices. As at Norwalk Hospital, Beaumont phased-in central scheduling a few departments at a time. With the support of the Hospital Director, centralized scheduling at Beaumont has been a success.
Baystate Medical Center, Springfield, Massachusetts
Baystate Medical Center in Springfield, Massachusetts modeled their centralized scheduling system on what they learned about physician scheduling at Cleveland Clinic, customer satisfaction at LL Bean, information systems at DEC, and hospital settings at Kaiser Permanente and the William Beaumont Hospitals. Centralized scheduling for this hospital with nearly 600 beds requires a 100-seat call center staffed by ~120 FTEs, including financial counselors, registrars and schedulers. They field 1,000,000 incoming and 550,000 outgoing calls per year for the scheduling of Baystate Medical Center, Surgery Center, 10 physician practices, and 30 ancillary offices. With IDX for scheduling and SMS for registration and patient accounting, the department manages procedures/visits for all hospital departments except the Cardiac Catheter Lab and Vascular Lab. With this system:
Baystate Health System plans to apply their Springfield-area model to their Franklin Medical Center environment in Greenfield, Massachusetts.
These hospital performance ideas were the result of a Centralized Scheduling Roundtable conference call coordinated and moderated by the Healthcare Management Council's Knowledge Management Consultants. For more information on these articles and other HMC hospital networking events visit http://www.HMC-Benchmarks.com/hospital/ccs.shtml.
Contact: Shelley Burns (SHBurns@HMCOnline.net)
The Healthcare Management Council, Inc.
Area: Hospital Performance Improvement
Web site: http://www.HMC-Benchmarks.com