Ngwe Rawlings Achangwa , Nathalie Nierobisch , Riccardo Ludovichetti , Giovanna Negrão de Figueiredo , Michael Kupka , Anthony De Vere-Tyndall , Thomas Frauenfelder , Zsolt Kulcsar , Nicolin Hainc
{"title":"使用自动语音邮件和定制呼叫重定向系统，将医学影像部门的电话中断次数持续减少 35","authors":"Ngwe Rawlings Achangwa , Nathalie Nierobisch , Riccardo Ludovichetti , Giovanna Negrão de Figueiredo , Michael Kupka , Anthony De Vere-Tyndall , Thomas Frauenfelder , Zsolt Kulcsar , Nicolin Hainc","doi":"10.1067/j.cpradiol.2024.01.004","DOIUrl":null,"url":null,"abstract":"<div><h3>Background</h3><p><strong>:</strong> Have you ever been in the trenches of a complicated study only to be interrupted by a not-so urgent phone-call? We were, repeatedly– unfortunately.</p></div><div><h3>Purpose</h3><p><strong>:</strong> To increase productivity of radiologists by quantifying the main source of interruptions (phone-calls) to the workflow of radiologists, and too assess the implemented solution.</p></div><div><h3>Materials and methods</h3><p><strong>:</strong> To filter calls to the radiology consultant on duty, we introduced an automatic voicemail and custom call redirection system. Thus, instead of directly speaking with radiology consultants, clinicians were to first categorize their request and dial accordingly: 1. Inpatient requests, 2. Outpatient requests, 3. Directly speak with the consultant radiologist. Inpatient requests (1) and outpatient requests (2) were forwarded to MRI technologists or clerks, respectively. Calls were monitored in 15-minute increments continuously for an entire year (March 2022 until and including March 2023). Subsequently, both the frequency and category of requests were assessed.</p></div><div><h3>Results</h3><p>: 4803 calls were recorded in total: 3122 (65 %) were forwarded to a radiologist on duty. 870 (18.11 %) concerned inpatients, 274 (5.70 %) outpatients, 430 (8.95 %) dialed the wrong number, 107 (2.23 %) made no decision. Throughout the entire year the percentage of successfully avoided interruptions was relatively stable and fluctuated between low to high 30 % range (Mean per month 35 %, Median per month 34.45 %).</p></div><div><h3>Conclusions</h3><p>: This is the first analysis of phone-call interruptions to consultant radiologists in an imaging department for 12 continuous months. More than 35 % of requests did not require the input of a specialist trained radiologist. Hence, installing an automated voicemail and custom call redirection system is a sustainable and simple solution to reduce phone-call interruptions by on average 35 % in radiology departments. This solution was well accepted by referring clinicians. The installation required a one-time investment of only 2h and did not cost any money.</p></div>","PeriodicalId":51617,"journal":{"name":"Current Problems in Diagnostic Radiology","volume":"53 2","pages":"Pages 246-251"},"PeriodicalIF":1.5000,"publicationDate":"2024-03-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.sciencedirect.com/science/article/pii/S0363018824000033/pdfft?md5=d038485efbf92f3c5e0c1ef5158f8ae9&pid=1-s2.0-S0363018824000033-main.pdf","citationCount":"0","resultStr":"{\"title\":\"Sustainable reduction of phone‐call interruptions by 35% in a medical imaging department using an automatic voicemail and custom call redirection system\",\"authors\":\"Ngwe Rawlings Achangwa , Nathalie Nierobisch , Riccardo Ludovichetti , Giovanna Negrão de Figueiredo , Michael Kupka , Anthony De Vere-Tyndall , Thomas Frauenfelder , Zsolt Kulcsar , Nicolin Hainc\",\"doi\":\"10.1067/j.cpradiol.2024.01.004\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"<div><h3>Background</h3><p><strong>:</strong> Have you ever been in the trenches of a complicated study only to be interrupted by a not-so urgent phone-call? We were, repeatedly– unfortunately.</p></div><div><h3>Purpose</h3><p><strong>:</strong> To increase productivity of radiologists by quantifying the main source of interruptions (phone-calls) to the workflow of radiologists, and too assess the implemented solution.</p></div><div><h3>Materials and methods</h3><p><strong>:</strong> To filter calls to the radiology consultant on duty, we introduced an automatic voicemail and custom call redirection system. Thus, instead of directly speaking with radiology consultants, clinicians were to first categorize their request and dial accordingly: 1. Inpatient requests, 2. Outpatient requests, 3. Directly speak with the consultant radiologist. Inpatient requests (1) and outpatient requests (2) were forwarded to MRI technologists or clerks, respectively. Calls were monitored in 15-minute increments continuously for an entire year (March 2022 until and including March 2023). Subsequently, both the frequency and category of requests were assessed.</p></div><div><h3>Results</h3><p>: 4803 calls were recorded in total: 3122 (65 %) were forwarded to a radiologist on duty. 870 (18.11 %) concerned inpatients, 274 (5.70 %) outpatients, 430 (8.95 %) dialed the wrong number, 107 (2.23 %) made no decision. Throughout the entire year the percentage of successfully avoided interruptions was relatively stable and fluctuated between low to high 30 % range (Mean per month 35 %, Median per month 34.45 %).</p></div><div><h3>Conclusions</h3><p>: This is the first analysis of phone-call interruptions to consultant radiologists in an imaging department for 12 continuous months. More than 35 % of requests did not require the input of a specialist trained radiologist. Hence, installing an automated voicemail and custom call redirection system is a sustainable and simple solution to reduce phone-call interruptions by on average 35 % in radiology departments. This solution was well accepted by referring clinicians. The installation required a one-time investment of only 2h and did not cost any money.</p></div>\",\"PeriodicalId\":51617,\"journal\":{\"name\":\"Current Problems in Diagnostic Radiology\",\"volume\":\"53 2\",\"pages\":\"Pages 246-251\"},\"PeriodicalIF\":1.5000,\"publicationDate\":\"2024-03-01\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"https://www.sciencedirect.com/science/article/pii/S0363018824000033/pdfft?md5=d038485efbf92f3c5e0c1ef5158f8ae9&pid=1-s2.0-S0363018824000033-main.pdf\",\"citationCount\":\"0\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Current Problems in Diagnostic Radiology\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://www.sciencedirect.com/science/article/pii/S0363018824000033\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"Q3\",\"JCRName\":\"RADIOLOGY, NUCLEAR MEDICINE & MEDICAL IMAGING\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Current Problems in Diagnostic Radiology","FirstCategoryId":"1085","ListUrlMain":"https://www.sciencedirect.com/science/article/pii/S0363018824000033","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q3","JCRName":"RADIOLOGY, NUCLEAR MEDICINE & MEDICAL IMAGING","Score":null,"Total":0}
Sustainable reduction of phone‐call interruptions by 35% in a medical imaging department using an automatic voicemail and custom call redirection system
Background
: Have you ever been in the trenches of a complicated study only to be interrupted by a not-so urgent phone-call? We were, repeatedly– unfortunately.
Purpose
: To increase productivity of radiologists by quantifying the main source of interruptions (phone-calls) to the workflow of radiologists, and too assess the implemented solution.
Materials and methods
: To filter calls to the radiology consultant on duty, we introduced an automatic voicemail and custom call redirection system. Thus, instead of directly speaking with radiology consultants, clinicians were to first categorize their request and dial accordingly: 1. Inpatient requests, 2. Outpatient requests, 3. Directly speak with the consultant radiologist. Inpatient requests (1) and outpatient requests (2) were forwarded to MRI technologists or clerks, respectively. Calls were monitored in 15-minute increments continuously for an entire year (March 2022 until and including March 2023). Subsequently, both the frequency and category of requests were assessed.
Results
: 4803 calls were recorded in total: 3122 (65 %) were forwarded to a radiologist on duty. 870 (18.11 %) concerned inpatients, 274 (5.70 %) outpatients, 430 (8.95 %) dialed the wrong number, 107 (2.23 %) made no decision. Throughout the entire year the percentage of successfully avoided interruptions was relatively stable and fluctuated between low to high 30 % range (Mean per month 35 %, Median per month 34.45 %).
Conclusions
: This is the first analysis of phone-call interruptions to consultant radiologists in an imaging department for 12 continuous months. More than 35 % of requests did not require the input of a specialist trained radiologist. Hence, installing an automated voicemail and custom call redirection system is a sustainable and simple solution to reduce phone-call interruptions by on average 35 % in radiology departments. This solution was well accepted by referring clinicians. The installation required a one-time investment of only 2h and did not cost any money.
期刊介绍：
Current Problems in Diagnostic Radiology covers important and controversial topics in radiology. Each issue presents important viewpoints from leading radiologists. High-quality reproductions of radiographs, CT scans, MR images, and sonograms clearly depict what is being described in each article. Also included are valuable updates relevant to other areas of practice, such as medical-legal issues or archiving systems. With new multi-topic format and image-intensive style, Current Problems in Diagnostic Radiology offers an outstanding, time-saving investigation into current topics most relevant to radiologists.
求助内容：
应助结果提醒方式：
京公网安备 11010802042870号
