The goal is to maximize the number of contacts regarding allergy extracts which are made through secure messaging to 90% and minimize the number on incoming phone calls relating to allergy extracts to less than 10% of the allergy patient contacts to UHS. In Fall 2009, between 55-60% of allergy patients were calling the nurse advice line to determine if the extract had arrived from their clinician.
Corrective actions: Allergy clinic nurses devised and implemented a system to educate each allergy patient about the use of secure messaging to inquire about orders and reorders of allergy extract .
The number of allergy extract related phone calls was remeasured in Feb 2010. The percentage of allergy phone calls was reduced to less than 1%.
This QI project helped us to improve dramatically improve our communication with allergy patients. When we started this study, we were receiving 55-60 % of our patients were calling the office to see if their extract has arrived. Now we are at 99.9% of our patients communicating through secure messaging and the students state that they are very happy with the system. I hope this information helps.
October 10, 2011
- Agatha Glusko, Leader
- Mary Pat Griffin, Member
- Kathy Petroff, Member