Qual Lett Healthc Lead. 1993 Feb;5(1):12-4.
Improve the Laboratory's phone answering process. Principals: Clinical and administrative laboratory staff and a telecommunications specialist. Process Improvement Method: Modification of model used by the National Demonstration PROJECT on Quality Improvement in Healthcare. Timeline: May 1991-present. RESULTS reported here: August 1991-July 1992. The team is currently reviewing a computerized voice processing system that will take requests to reprint lab reports, take outpatient lab orders directly from doctors' offices, and provide test results and information on test tube specification for specific blood tests. Key Findings or Improvements: More than half the calls to the Laboratory needed to be transferred to Microbiology. Alternative communication systems such as a computerized voice answering system and the hospital's computer network could be used in place of phones to transmit information to and from the Laboratory.
With the installation of an automated answering system, calls to Microbiology are automatically re-routed and the number of incoming calls to the Laboratory have dropped. More lab requests and reports are being handled by computer.
改进实验室的电话接听流程。负责人：临床和行政实验室工作人员以及一名电信专家。流程改进方法：修改国家医疗保健质量改进示范项目所使用的模式。时间线：1991年5月至今。此处报告的结果：1991年8月至1992年7月。该团队目前正在评估一种计算机化语音处理系统，该系统将处理重印实验室报告的请求，直接从医生办公室接收门诊实验室订单，并提供特定血液检测的检测结果和试管规格信息。主要发现或改进：超过一半打给实验室的电话需要转接至微生物学部门。诸如计算机化语音应答系统和医院计算机网络等替代通信系统可用于代替电话在实验室之间传输信息。
随着自动应答系统的安装，打给微生物学部门的电话被自动重新路由，打给实验室的来电数量有所下降。更多的实验室请求和报告由计算机处理。
