title: IT system handles 3500 calls per day, with 20 second answer time. Kaiser Permanente takes the fast track to improving quality and increasing satisfaction.
authors.affiliation: Kaiser Permanente, Northeast Division, USA.
authors.forename: P J
authors.initials: PJ
authors.lastname: Gill
mesh_terms: D003258:Consumer Behavior; D003659:Decision Making, Organizational; D017598:Efficiency, Organizational; D006279:Health Maintenance Organizations / Q000458:organization & administration* / Q000706:statistics & numerical data; D006297:Health Services Accessibility; D015277:Hotlines; D009511:New England; D009937:Organizational Objectives; D011320:Primary Health Care / Q000458:organization & administration*; D011785:Quality Assurance, Health Care; D019114:Remote Consultation / Q000458:organization & administration*