A comprehensive call center supporting safe, efficient operations during a pandemic

Research has shown that a comprehensive call center can support a safe, efficient, and quality experience for patients and their families. When a patient receives a cancer diagnosis, the stakes are already high. Add a pandemic to an immunocompromised patient population and fear escalates. In order t...

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Autores principales:	Janice Finder, Ashlyn Proske, Judy Overton, Elizabeth Garcia, Michael Frumovitz
Formato:	article
Lenguaje:	EN
Publicado:	The Beryl Institute 2020
Materias:	call center cancer pandemic patient experience patient-centered information specialist nurses covid-19 Medicine (General) R5-920 Public aspects of medicine RA1-1270
Acceso en línea:	https://doaj.org/article/21dd09149565410f94e58f6eeaa6afa7
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spelling	oai:doaj.org-article:21dd09149565410f94e58f6eeaa6afa72021-11-15T04:31:20ZA comprehensive call center supporting safe, efficient operations during a pandemic2372-0247https://doaj.org/article/21dd09149565410f94e58f6eeaa6afa72020-08-01T00:00:00Zhttps://pxjournal.org/journal/vol7/iss2/18https://doaj.org/toc/2372-0247Research has shown that a comprehensive call center can support a safe, efficient, and quality experience for patients and their families. When a patient receives a cancer diagnosis, the stakes are already high. Add a pandemic to an immunocompromised patient population and fear escalates. In order to accommodate the ever-changing information and ease patients’ anxieties surrounding their cancer diagnoses, it is necessary that an institution be available 24/7 to inform, help navigate systems, and manage symptoms because the emergency room, and many times the clinics, have too many inherent risks. MD Anderson expanded the hours of operation for askMDAnderson, a comprehensive call center staffed by operators, health information specialists, registered nurses, and advance practice providers, to cater to all the needs, and to support safe and efficient operations during the pandemic. This highly skilled team serves as a critical information link to patients and their loved ones for all transitions in care needs, such as guidance on food delivery, parking, medication renewals and side effect management. The askMDAnderson staff educates our stakeholders about MD Anderson services, programs, treatments and clinical trials during and after the pandemic until we return to the "new normal." Our employees are available for all levels of “hand holding” and provide a constant flow of timely, factual information. In this case study, you will learn how MD Anderson expanded this newly evolving system and how our team’s efforts led to a safer, more efficient, less expensive, and more satisfying care experiences for patients and their families. <strong>Experience Framework</strong> This article is associated with the Infrastructure & Governance<strong> </strong>lens of The Beryl Institute Experience Framework. (<a href="http://bit.ly/ExperienceFramework">http://bit.ly/ExperienceFramework</a>)<strong></strong> <ul> <li><a href="https://www.theberylinstitute.org/page/PXSEARCH#resource-list-all/?view_28_page=1&view_28_filters=%5B%7B%22field%22%3A%22field_38%22%2C%22operator%22%3A%22in%22%2C%22value%22%3A%5B%22PXJ%20Article%22%5D%7D%2C%7B%22field%22%3A%22field_20%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%5D%7D%2C%7B%22field%22%3A%22field_40%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%2C%22Infrastructure%20%26%20Governance%22%5D%7D%2C%7B%22field%22%3A%22field_41%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%5D%7D%5D">Access other PXJ articles</a> related to this lens.</li> <li><a href="https://www.theberylinstitute.org/page/Ecosystem-InfrastructureGovernance">Access other resources</a> related to this lens.</li> </ul>Janice FinderAshlyn ProskeJudy OvertonElizabeth GarciaMichael FrumovitzThe Beryl Institutearticlecall centercancerpandemicpatient experiencepatient-centeredinformation specialistnursescovid-19Medicine (General)R5-920Public aspects of medicineRA1-1270ENPatient Experience Journal (2020)
institution	DOAJ
collection	DOAJ
language	EN
topic	call center cancer pandemic patient experience patient-centered information specialist nurses covid-19 Medicine (General) R5-920 Public aspects of medicine RA1-1270
spellingShingle	call center cancer pandemic patient experience patient-centered information specialist nurses covid-19 Medicine (General) R5-920 Public aspects of medicine RA1-1270 Janice Finder Ashlyn Proske Judy Overton Elizabeth Garcia Michael Frumovitz A comprehensive call center supporting safe, efficient operations during a pandemic
description	Research has shown that a comprehensive call center can support a safe, efficient, and quality experience for patients and their families. When a patient receives a cancer diagnosis, the stakes are already high. Add a pandemic to an immunocompromised patient population and fear escalates. In order to accommodate the ever-changing information and ease patients’ anxieties surrounding their cancer diagnoses, it is necessary that an institution be available 24/7 to inform, help navigate systems, and manage symptoms because the emergency room, and many times the clinics, have too many inherent risks. MD Anderson expanded the hours of operation for askMDAnderson, a comprehensive call center staffed by operators, health information specialists, registered nurses, and advance practice providers, to cater to all the needs, and to support safe and efficient operations during the pandemic. This highly skilled team serves as a critical information link to patients and their loved ones for all transitions in care needs, such as guidance on food delivery, parking, medication renewals and side effect management. The askMDAnderson staff educates our stakeholders about MD Anderson services, programs, treatments and clinical trials during and after the pandemic until we return to the "new normal." Our employees are available for all levels of “hand holding” and provide a constant flow of timely, factual information. In this case study, you will learn how MD Anderson expanded this newly evolving system and how our team’s efforts led to a safer, more efficient, less expensive, and more satisfying care experiences for patients and their families. <strong>Experience Framework</strong> This article is associated with the Infrastructure & Governance<strong> </strong>lens of The Beryl Institute Experience Framework. (<a href="http://bit.ly/ExperienceFramework">http://bit.ly/ExperienceFramework</a>)<strong></strong> <ul> <li><a href="https://www.theberylinstitute.org/page/PXSEARCH#resource-list-all/?view_28_page=1&view_28_filters=%5B%7B%22field%22%3A%22field_38%22%2C%22operator%22%3A%22in%22%2C%22value%22%3A%5B%22PXJ%20Article%22%5D%7D%2C%7B%22field%22%3A%22field_20%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%5D%7D%2C%7B%22field%22%3A%22field_40%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%2C%22Infrastructure%20%26%20Governance%22%5D%7D%2C%7B%22field%22%3A%22field_41%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%5D%7D%5D">Access other PXJ articles</a> related to this lens.</li> <li><a href="https://www.theberylinstitute.org/page/Ecosystem-InfrastructureGovernance">Access other resources</a> related to this lens.</li> </ul>
format	article
author	Janice Finder Ashlyn Proske Judy Overton Elizabeth Garcia Michael Frumovitz
author_facet	Janice Finder Ashlyn Proske Judy Overton Elizabeth Garcia Michael Frumovitz
author_sort	Janice Finder
title	A comprehensive call center supporting safe, efficient operations during a pandemic
title_short	A comprehensive call center supporting safe, efficient operations during a pandemic
title_full	A comprehensive call center supporting safe, efficient operations during a pandemic
title_fullStr	A comprehensive call center supporting safe, efficient operations during a pandemic
title_full_unstemmed	A comprehensive call center supporting safe, efficient operations during a pandemic
title_sort	comprehensive call center supporting safe, efficient operations during a pandemic
publisher	The Beryl Institute
publishDate	2020
url	https://doaj.org/article/21dd09149565410f94e58f6eeaa6afa7
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A comprehensive call center supporting safe, efficient operations during a pandemic

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