Make CQI an integral part of call center management.
Two call center patients calling the same triage line with the same condition on two different days should get the same advice. But that level of consistency is not always reached, and one call center director says a continuous quality improvement effort that looks at variances and their causes is a worthwhile investment.
D015277:Hotlines / Q000458:organization & administration / Q000592:standards*; D007318:Inservice Training; D008329:Managed Care Programs; D009722:Nurse Practitioners / Q000193:education; D017063:Outcome Assessment, Health Care; D017749:Total Quality Management; D014218:Triage / Q000592:standards; D014481:United States