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With reports touting the financial and customer service benefits of call centers, its no wonder that more hospitals often under the aegis of their access departments are looking either to establish a call center or to expand the capabilities of an existing one.
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One-on-one coaching is a new aspect of call center training that is as important as the usual focus on customer service skills and keeping the calls flowing in a timely manner, says Katherine Dean, SPHR, a partner in Banks & Dean, an international professional services firm based in Toronto.
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A HIPAA-related criminal conviction has drawn attention to the seriousness of violations regarding protected health information and should be used as an object lesson in access training initiatives, suggests Michelle Masucci, JD, counsel in the health services group for the law firm of Nixon Peabody, LLC, in Garden City, NY.
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Illinois hospitals are in the process of developing procedures for fielding questions about the Hospital Report Card Act, an Illinois law that became effective in January.
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According to a new draft influenza plan issued by the U.S. Department of Health and Human Services, the following actions must be taken now, before a pandemic strain emerges.
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The recently released influenza pandemic plan for the United States couldnt be much more timely because there are some pigs on the other side of the world that already may be brewing up the next global outbreak.
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Word that a portion of the 2004-2005 influenza vaccine will be not available until later in the season poses no immediate health crisis, but underscores the vulnerable nature of vaccine production and distribution in the shadow of a pandemic. Citing sterility problems during the production process, Chiron Corp. in the United Kingdom announced that it would delay delivery of its doses to the United States.
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Infection control professionals in a group of cancer centers have developed an algorithm to help meet new patient safety goals by the Joint Commission on Accreditation of Healthcare Organizations.
