Sachin H. Jain sounds the alarm on a trend eroding the US healthcare quality: centralization of administration functions away from the doctors offices where patients receive care.
When I worked in a primary care clinic, I cared for a panel of patients.In reality, however, I was joined in caring for those patients by Sandra, a seasoned medical assistant and Linda, the secretary who managed our schedules.Sandra and Linda knew the patients—and their problems—well enough to be able to provide those words when I wasn’t available to do so myself.
You’ll get a well-meaning person who may be located in another state with a lower cost of labor or the Philippines or India and they are mighty good at scheduling within the boxes the system allows them to schedule.
A few months ago, a colleague’s mother discovered a clever hack to the situation by her doctor’s office’s call center centralization.
Call Centers Patient Scheduling Patient Follow-Up
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