Improvements in our Call Center - what do you think?

Written by Hospital Commander on 9/25/2012 12:18:21 PM | 2 Comments
 
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We are constantly striving to improve our services to you, our patients. Our motto is “Because we Care” and that’s exactly what we try to prove to you every day.


I’d like to highlight one way in which we have greatly improved services lately. When you call to make an appointment on our appointment line, have you ever had to wait a long time and gotten so frustrated that you just hang up? I hate to hear if the answer is yes, but we know it has happened to some of our patients in the past. It’s happened to me, too!

 

Over the last two months, the IRACH central appointment cell has made some critical changes, allowing us to better serve this community. We have accomplished the following achievements, and are continuously making adjustments in order to improve more each day.

 

·         Your call should be answered by a call center employee (not the automated voice) within 90 seconds of calling. In July, unfortunately, only 10 % of calls experienced that level of customer service. This month, in September, we have raised that number so far to 47%.

·         The number of abandoned calls (you get tired of waiting so you hang up before someone answers) was 53% in July. In September, we have been able to drop that number to 14% of calls.

·         The average wait time on a call is 2 minutes and 10 seconds. In July that number was over five minutes.

 

We are not where we need to be, and we know that. I think we are improving. All of these improvements will increase our patients’ ability to access care in a timely manner. Please let me know what you think of our call center by leaving a comment. Have you noticed the changes in wait times? Is there anything you’d like to see us do differently?


COMMENTS FOR THIS POST


On 10/23/2012 8:46:34 AM, Public Affairs Office wrote:

Thank you for your comment. I have contacted the Uniform Business Office to inquire about your comment, and they gave me a couple phone numbers for you. We have had a few issues with our phone systems lately so I apologize that you were put at an inconvenience. If you would, please feel free to call 502 6249870 or 502 6249630, and someone at one of those numbers would be happy to help. Again, thank you for your comment and thank you for your service!


On 10/18/2012 12:07:43 PM, Patrick Savidge wrote: I received a bill today at my home I am currently in Afghanistan for duplicate tests and medications that CRC at Camp Atterbury said I had to take. I had already received my medications Doxy and Primq for deployment, along with a physical, hearing and visual test. Why is it that Ireland Hospital is charging me for something that is free to retiree's with TriCare PRIME and that I had already received from Nellis AFB?. I have tried to contact the Tresures Office 5026249272 several times, during business hours on Oct 18, 2012 with NO answer concerning this matter. Since I can't get anyone to answer the phone, this was the next available option. ANy help with this matter would be greatly appreciated. Regards, Patrick Savidge SGM RET