Atlanta's Child Health Line Gets a Booster
26 March 2008: Children's Healthcare of Atlanta, one of the leading paediatric hospitals in the US, has signed an agreement with Clinical Solutions to upgrade its electronic telephone triage system; enabling a more streamlined process for patients, health professionals and call centre representatives.
Families and healthcare professionals in Atlanta are set to benefit from Clinical Solutions' Telephone Triage, a new product which will help its local children's nurse advice line be more responsive and run more efficiently.
The first of its kind in Georgia, the Telephone Triage will minimise administration, empowering the centre to support a higher number of incoming calls from patients and improve call back times.
Nearly a hundred Customer Resource Specialists (CRS) and nurses operate the "404-250-KIDS" nurse advice line in Atlanta.
Benefits for patients and healthcare professionals include:
- Enhanced user interface with modern "look and feel".
- Increased efficiency of call handling and resolution.
- Greater scalability and security of information.
- Interoperability with third-party applications.
- Reduced environmental impact, of paper storage and associated costs.
- Reduced training for centre staff.
Robin Pajot, director at Children's explains, "By improving the technology we use to process and respond to calls, our staff will have the tools they need to maintain a high level of patient care. Working in collaboration with the business, we have been able to develop new and innovative ways to improve our service and draw on their global experience."
Darin Southard, vice president of Clinical Solutions adds, "The 404 250 KIDS line provides a valuable resource for families in Atlanta taking over 27,000 calls alone in December 2007. With this volume of calls, it is imperative that the call centre users have the tools they need to respond to the needs of these patients. This solution will significantly improve resource utilization, making the process more efficient for staff and ultimately improving response time for patient care - the key factor which underlies the concept behind our technology."
