Evaluation and improving the utilization of telephone appointment system in Governmental Health Center in Bahrain

Abstract EN

Objectives : Evaluate and improve the utilization of booking appointments by using the telephone system in a governmental Health Center in the Kingdom of Bahrain (Al Hoora Health Center).

Methods : A comprehensive root cause analysis study was conducted and the main causes were found to be stemming from the three elements : medical staff, patients, and the structure of the process.

As a result, a number of solutions were brain stormed and implemented over a specific time frame.

These were : restructuring of the current staff, raising awareness of the new system, and conducting a comprehensive media campaign.

The study takes place over 2 months.

Data were collected from the health centre statistics and a patients survey at the end of the study.

Results : Figures taken from the medical centers’ records showed a significant increase in the total number of patients using the telephone system (from 13 to 20 % in September 2001).

A statistical analysis of a sample of 100 patients showed that less that 4 % of any caller will face problems with booking over the phone (P.

value 0.005 >) and over 95 % of the patients believe that the new system has resulted in a reduction of process time (P.

value 0.005 >) the total satisfaction index was very high as well (P.

value 0.001 >).

Conclusions and Recommendations : In conclusion, the pilot study was very successful in verifying the effectiveness of the telephone-based system.

However more savings can also be achieved through the implementation of other techniques such as : Patient Processing Computer Based Simulation and integrated user interface.

As for other means of supporting the implementation of the system, Community-Based Promotion and customer-oriented Promotion are found to be very successful