New dedicated phone line for providing test results reaches more patients, saves money
A phone line at the Clinic is now dedicated to calling patients with the results of their lab tests. It has decreased costs related to return mail and increased the personal connection and service we provide to patients.
“It benefits the patient by having a live person on the phone who can answer questions or transfer the call to someone else in the Clinic if more services or an appointment are needed,” says DeLeesa Meashintubby, VIM senior operating officer. “It also helps us get information to the patient in a timely manner, and it’s easier on the staff because the call generates a paper trail letting everyone know when the call was made and the outcome of it.”
Volunteers are making, on average, 250 calls per month, compared with 200 letters per month that were mailed. Lab results are provided only directly to patients, and although volunteers may call with normal results, only a practitioner may call a patient with abnormal results.