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Adverse Trend

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Adverse Trend: Telecare Abandonment of Calls
Cindy Roloff
HCS/482
August 4, 2014
Lynn Bertsch

Adverse Trend: Telecare Abandonment of Calls Utilization of data to resolve an adverse trend is a form of process improvement that has a basis in factual and representable information. Upon identification of an adverse trend, there must be relevant data collection to determine an etiology prior to taking action. Technology can assist with this search to expedite the improvement process. The purpose of this paper is to discuss applying technology to create an objective response to the adverse trend of abandoned calls in the Telecare clinical setting.
Telecare Overview Telecare triage nurses manage symptom-based calls from patients at the Department of Veterans Affairs (VA) Outpatient Clinic incoming call center. Currently, there are seven nurses that staff telephone triage with a volume of approximately 250 to 300 calls per day. The office hours in Telecare are Monday through Friday from 8:00 a.m. to 4:00 p.m. with observance of all federal holidays. The Telecare nurse is responsible for answering calls efficiently at approximately 32 calls per day. The Telecare nurse triages symptoms from the patient and obtains urgent access to the clinic via an evidenced based triage program called Veteran’s Health Gateway (VHG). This program helps the nurse make clinical decisions per protocols and provides evidenced based education recommendations based on the triage disposition (Document Storage Systems, Incorporated, 2014). All calls in Telecare are monitored by software connected to the phone lines to ensure management can report the trends related to clinical calls.
Abandonment Rate Adverse Trend The abandonment rate in Telecare is the percentage of calls from patients in the phone queue that hang up before the triage nurse answers. The abandonment rate

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