Medical Center uses Call Recording to Improve Quality of Patient Care
The Centralized Scheduling Department in Akron General Medical Center in Northeast Ohio uses Algo’s Enterprise Call Recording System to improve quality of their patient interactions, provide training assistance, and to support the scheduling of outpatient appointments and physician referral services across seven facilities within the Akron General Health system.
According to Debbie Currier, Manager of Registration Scheduling, the Algo system provides the information the Medical Center needs to maintain high levels of service quality. “We needed to be able to listen to the staff-patient telephone interactions on an ongoing basis for quality assurance and improvement”, says Currier. “Are we serving our customers correctly? Are we friendly? Are we going the extra mile to help them with questions?” Currier adds that the Algo system has performed "wonderfully" and has been simple to maintain.
According to Currier, the Medical Center also uses the call records for feedback and training. “Sometimes people don’t always know what they sound like on the telephone - or how they might come across to the patient. Is their voice humdrum? Are they professional? Did they properly identify themselves or ask the right questions?" Currier adds that staff members are often surprised at how they sound when they hear the call records. "Having call records readily available provides a very effective training tool.”
To reinforce the benefit from the Algo call recording system, the Medical Center has implemented a reward system. As a part of the QA process, random call records are selected for review. If during these reviews examples are found of staff members offering exemplary service with a patient, the staff names are put into a prize draw. “It provides an extra motivation to maintain the high standard of all our communications”, says Currier.
The Algo system installed at the Medical Center consists of the Algo Enterprise Call Recorder software complete with a 4210 ECR Shelf and twelve 4102R Digital AuxCards. The system was installed by one of the Hospitals’ internal telecommunications engineers.
Akron General Medical Center is a 511 bed not-for-profit teaching hospital that serves a population of more than 1.2 million people throughout Northeast Ohio.
Algo's ECR (Enterprise Call Recorder) Solutionprovides multi-user, supervisor monitoring, and centralized multi-channel call recording capability for Algo's suite of hardware interface products for Nortel digital, analog, and MDC Centrex technologies.