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There may not be a typical day in the Emergency Department (ED), but there are a few constants the staff can always count on: patients in and out, doctors and nurses scurrying around and the buzz of overhead pages. Nothing may be more constant, though, than the sound of the telephone ringing. On average, the ED receives about 1,000 calls each day. In September, however, things are going to start changing. The ED will still be busy, and the calls will keep pouring in, but overhead paging will be virtually eliminated and the staff will be better equipped to handle the large volume of incoming calls. These changes are all part of a new telecommunications plan that is being implemented to improve customer care in the ED.
“Our goal is to provide efficient handling of a large number of calls in a service orientated environment,” said Bill Briggs, RN, MSN, and the Telecommunications Team leader. “We want to improve customer satisfaction while making people’s jobs easier,” he added. “It is a win-win situation for all parties involved.”
The plan is comprised of three major components: ensuring the efficient handling of incoming calls; improving customer service; and creating a quiet environment for staff and patients. To increase efficiency and customer service, telephone operators have received a minimum of four hours of training and will each be equipped with new headsets. Resource manuals and quick reference guides have been compiled in a user-friendly format to expedite operator’s responses to the large number of questions and requests. The training program emphasized telephone courtesy and consistency in how calls are handled.
To improve communications between incoming callers and the ED staff, each physician, nurse, ESA, social worker and care facilitator will receive either a cellular phone or alphanumeric pager. These tools will allow calls to reach people directly, decreasing the time callers spend on hold. More over, the laborious voice menu option will be removed from the current system, ensuring all callers, many of whom find themselves in stressful situations, will be connected to a live operator. The use of cellular phones and pagers will virtually eliminate the use of overhead paging; a noise that was often distracting to staff and disturbing for patients. As a side benefit, the pagers will also assist in contacting nurses when extra shifts open.
Looking back in a year, Briggs is hopeful this new plan will make a positive impact on the staff, patients and their families. “Our objectives will be met when all callers find a friendly voice on the other end, are connected quickly and succeed in reaching their party in the easiest and most efficient manner possible,” said Briggs.