The automatic call distributor: one answer to appointment-making problems

Abstract

This case study addresses one problem brought on by a significant increase in patient volume: the inability of appointment desk clerks to answer the telephone within a reasonable amount of time. In response to mounting complaints from both patients and clinic staff, conversion to a computerized appointment system was undertaken. However, when the conversion led to no immediate relief of the problems at hand, an automatic call distributor was installed. Though this experience in instituting two new systems simultaneously was not without its problems, it did prove successful in effectively smoothing clinic operations.