Essay on Adverse Trend

1472 Words Aug 14th, 2014 6 Pages
Adverse Trend: Telecare Abandonment of Calls
Cindy Roloff
August 4, 2014
Lynn Bertsch

Adverse Trend: Telecare Abandonment of Calls Utilization of data to resolve an adverse trend is a form of process improvement that has a basis in factual and representable information. Upon identification of an adverse trend, there must be relevant data collection to determine an etiology prior to taking action. Technology can assist with this search to expedite the improvement process. The purpose of this paper is to discuss applying technology to create an objective response to the adverse trend of abandoned calls in the Telecare clinical setting.
Telecare Overview Telecare triage nurses manage symptom-based calls from
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Abandoned calls range from 10%-20% respectively (Arlene McCalla, personal communication, July 30, 2013). Investigation into an increasing number of dropped calls is important to ensure that patients have access to care in the medical facility. It is important to understand this adverse trend utilizing data in the tracking software to ensure safe, effective care is accessible to patients (Cooper, 2013).
Data Collection According to Rees, Leahy-Gross, & Mack (2011), “An organization may collect data on various performance measures and use these data to highlight quality and safety issues…” (p. 260). Data collection must include information regarding the total calls versus the number of nurses available to take the calls, identification of details related to when calls are abandoned, as well as how federal holidays impact call volume (see Appendix A for the Data Collection Flow Chart). To fully understand why calls have been lost it is important to verify that the nurses are meeting the call volume, identify the high call volume dates/times, and ensure that staffing is adequate during these times. It is also important to understand if the variable of holidays has an impact on call volume for the next business day. This information is pulled directly from the GNAV Pro system and transferred into a Microsoft Excel database for review of data.
Method of Data

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