Evidence map›Paper›PMID 28959714›Full record

ArticleJournal of patient experience2017

Improving Responsiveness to Patient Phone Calls: A Pilot Study.

Lisa K O'Brien, Patricia Drobnick, Mary Gehman, Christopher Hollenbeak, Mark R Iantosca, Sherri Luchs, Maureen Manning, Susan K Palm, John Potochny, Angela Ritzman and 3 more

Open access · diamondAbstract read
PubMed Full text at PMC Publisher
In one paragraph

Article in Journal of patient experience, 2017. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 2 papers.

0numbers the graph read from it
0cells of the map it votes in
2citing papers in PubMed
0.7field-weighted citation impact, top 19% of its field
1 · What the graph read from it

What it found

Each row is one number read from the abstract, on the scale the paper reported it, with its interval. Left of the dashed line favours the treatment, right favours the comparator. Under each row is the sentence it came from. New to these charts? A ten-minute tutorial.

The abstract states no effect estimate the extractor could read, or names no intervention and outcome on the map, so this paper lights no cell and moves no belief. It is still indexed, cited and linked below.

2 · The registry

The trial behind it

Trials whose registry record cites this paper, or whose number appears in the abstract. A trial that started after this paper was published is citing it as background, not reporting it.

Neither the registry nor the abstract names a trial number. If this is a trial report, that itself is worth knowing.

3 · Its place in the literature

Who cites it

2 citing papers in PubMed, 8 citations in OpenAlex.

  1. Article
  2. Article
4 · The record

Corrections and comments

PubMed lists nothing against this paper. Absence here is not a guarantee, only a check that was made.

5 · Who and what money

Authors and funding

13 authors at 2 institutions in 1 country.

Lisa K O'BrienPinnacle Health System, Harrisburg, PA, USA.
Patricia DrobnickPenn State Milton S. Hershey Medical Center, Bone and Joint Institute, Hershey, PA, USA.
Mary GehmanPenn State Milton S. Hershey Medical Center, Bone and Joint Institute, Hershey, PA, USA.
Christopher HollenbeakPenn State Milton S. Hershey Medical Center, Bone and Joint Institute, Hershey, PA, USA.
Mark R IantoscaPenn State Milton S. Hershey Medical Center, Bone and Joint Institute, Hershey, PA, USA.
Sherri LuchsPenn State Milton S. Hershey Medical Center, Bone and Joint Institute, Hershey, PA, USA.
Maureen ManningPenn State Milton S. Hershey Medical Center, Bone and Joint Institute, Hershey, PA, USA.
Susan K PalmPenn State Milton S. Hershey Medical Center, Bone and Joint Institute, Hershey, PA, USA.
John PotochnyPenn State Milton S. Hershey Medical Center, Bone and Joint Institute, Hershey, PA, USA.
Angela RitzmanPenn State Milton S. Hershey Medical Center, Bone and Joint Institute, Hershey, PA, USA.
Jennie Tetro-ViozziPenn State Milton S. Hershey Medical Center, Bone and Joint Institute, Hershey, PA, USA.
Mary TraugerPenn State Milton S. Hershey Medical Center, Bone and Joint Institute, Hershey, PA, USA.
April D ArmstrongPenn State Milton S. Hershey Medical Center, Bone and Joint Institute, Hershey, PA, USA.
Penn State Milton S. Hershey Medical Center · USUPMC Central Pa · US

Funding

No grant is acknowledged in the PubMed record.

6 · The paper itself

Abstract

Optimal patient-physician communication in the outpatient clinical setting is critical for safe and effective patient care. Keeping track of multiple patient telephone messages can be difficult and hazardous if a structured system is not in place. A multidisciplinary group at Hershey Medical Center developed a standardized approach for addressing patient telephone calls at their outpatient surgical clinics. This program was designed to improve the patient experience by providing a realistic time frame for phone calls to be returned and requests fulfilled. Additionally, this system permitted phone calls to be tracked and documented appropriately and allowed for prioritization of urgent and emergent messages. Our intent for this program was to close potential gaps within the communication chain at our outpatient surgical clinics, improve overall communication between clinicians and their patients, and improve both patient and employee satisfaction.

Indexed as

patient expectationsphysician-patient communicationquality improvementSix Sigma Black Belttelephone triage

Identifiers

PMID28959714
PMCPMC5593260
OpenAlexW2623589649

What OpenQuestion holds

Textmetadata
LicenceCC BY-NC
Read underepoch 390

Registered trials

None linked

Read under generation 80e0d062 · epoch 390. Bibliography from PubMed, PubMed Central and OpenAlex; grants from NIH RePORTER; trial links from ClinicalTrials.gov; estimates, votes and beliefs from the OpenQuestion graph.