Conolly Patricia, Levine Leslie, Amaral Debra J, Fireman Bruce H, Driscoll Tom
Appointments and Advice Call Center, Kaiser Permanente Medical Care Program, 1800 Harrison Street, 5th Flr, Oakland, California 94612-3429, USA.
J Med Syst. 2005 Aug;29(4):325-33. doi: 10.1007/s10916-005-5892-z.
Kaiser Permanente (KP) has been developing its use of call centers as a way to provide an expansive set of healthcare services to KP members efficiently and cost effectively. Since 1995, when The Permanente Medical Group (TPMG) began to consolidate primary care phone services into three physical call centers, the TPMG Appointments and Advice Call Center (AACC) has become the "front office" for primary care services across approximately 89% of Northern California. The AACC provides primary care phone service for approximately 3 million Kaiser Foundation Health Plan members in Northern California and responds to approximately 1 million calls per month across the three AACC sites. A database records each caller's identity as well as the day, time, and duration of each call; reason for calling; services provided to callers as a result of calls; and clinical outcomes of calls. We here summarize this information for the period 2000 through 2003.
凯撒医疗集团（KP）一直在拓展其呼叫中心的应用，以此作为一种向KP会员高效且经济地提供广泛医疗服务的方式。自1995年永久医疗集团（TPMG）开始将初级保健电话服务整合到三个实体呼叫中心以来，TPMG预约与咨询呼叫中心（AACC）已成为北加利福尼亚约89%地区初级保健服务的“前台”。AACC为北加利福尼亚约300万凯撒基金会健康计划会员提供初级保健电话服务，每月在三个AACC站点接听约100万个电话。一个数据库记录每个来电者的身份以及每次通话的日期、时间和时长；来电原因；通话后为来电者提供的服务；以及通话的临床结果。我们在此总结2000年至2003年期间的这些信息。
