Department of Neuroradiology, Clinical Neuroscience Center, University Hospital Zurich, University of Zurich, Switzerland; Institute of Diagnostic and Interventional Radiology, University Hospital Zurich, University of Zurich, Switzerland.
Department of Neuroradiology, Clinical Neuroscience Center, University Hospital Zurich, University of Zurich, Switzerland.
Curr Probl Diagn Radiol. 2024 Mar-Apr;53(2):246-251. doi: 10.1067/j.cpradiol.2024.01.004. Epub 2024 Jan 17.
Have you ever been in the trenches of a complicated study only to be interrupted by a not-so urgent phone-call? We were, repeatedly- unfortunately.
To increase productivity of radiologists by quantifying the main source of interruptions (phone-calls) to the workflow of radiologists, and too assess the implemented solution.
To filter calls to the radiology consultant on duty, we introduced an automatic voicemail and custom call redirection system. Thus, instead of directly speaking with radiology consultants, clinicians were to first categorize their request and dial accordingly: 1. Inpatient requests, 2. Outpatient requests, 3. Directly speak with the consultant radiologist. Inpatient requests (1) and outpatient requests (2) were forwarded to MRI technologists or clerks, respectively. Calls were monitored in 15-minute increments continuously for an entire year (March 2022 until and including March 2023). Subsequently, both the frequency and category of requests were assessed.
4803 calls were recorded in total: 3122 (65 %) were forwarded to a radiologist on duty. 870 (18.11 %) concerned inpatients, 274 (5.70 %) outpatients, 430 (8.95 %) dialed the wrong number, 107 (2.23 %) made no decision. Throughout the entire year the percentage of successfully avoided interruptions was relatively stable and fluctuated between low to high 30 % range (Mean per month 35 %, Median per month 34.45 %).
This is the first analysis of phone-call interruptions to consultant radiologists in an imaging department for 12 continuous months. More than 35 % of requests did not require the input of a specialist trained radiologist. Hence, installing an automated voicemail and custom call redirection system is a sustainable and simple solution to reduce phone-call interruptions by on average 35 % in radiology departments. This solution was well accepted by referring clinicians. The installation required a one-time investment of only 2h and did not cost any money.
你是否曾深陷一项复杂的研究之中，却被一个并非如此紧急的电话打断？我们就曾多次遭遇这种情况，不幸的是。
通过量化对放射科医生工作流程的主要干扰源（电话），提高放射科医生的工作效率，并评估所采用的解决方案。
为了过滤给值班放射科顾问的电话，我们引入了自动语音邮件和定制电话转接系统。因此，临床医生不再直接与放射科顾问通话，而是首先对他们的请求进行分类，并相应地拨打：1. 住院请求，2. 门诊请求，3. 直接与顾问放射科医生通话。住院请求（1）和门诊请求（2）分别转交给磁共振成像技术员或办事员。在一整年（2022 年 3 月至 2023 年 3 月）中，以 15 分钟为增量连续监测电话。随后，评估了请求的频率和类别。
共记录了 4803 个电话：3122 个（65%）转接到值班放射科医生。870 个（18.11%）涉及住院患者，274 个（5.70%）是门诊患者，430 个（8.95%）拨打了错误的号码，107 个（2.23%）未做出决定。在整个一年中，成功避免干扰的百分比相对稳定，波动在低至高 30%的范围内（平均每月 35%，中位数每月 34.45%）。
这是对影像科顾问放射科医生连续 12 个月电话干扰的首次分析。超过 35%的请求不需要经过专业培训的放射科专家的介入。因此，安装自动语音邮件和定制电话转接系统是一种可持续且简单的解决方案，可以将放射科的电话干扰平均减少 35%。这种解决方案得到了参考医生的认可。安装仅需一次性投资 2 小时，无需花费任何费用。
