Title: Evaluating healthcare process improvement for patient callbacks

Authors: Rebecca A. Scott; Benjamin T. George

Addresses: Department of Marketing & Logistics, University of North Texas, 1155 Union Circle #311396, Denton, TX 76203-5017, USA ' Department of Information Technology & Decision Sciences, University of North Texas, 1155 Union Circle #305249, Denton, TX 76203-5017, USA

Abstract: Given the rising cost of healthcare, improving the service quality provided in the healthcare field is critical to the continued success of healthcare providers. This study analyses the service quality and standards of the healthcare industry, specifically the communication or callbacks made to the patients regarding medical information in an independent healthcare facility in the USA. Communication with patients regarding medical information is essential in providing the high level of quality expected in a provider-patient healthcare relationship. Timeliness in relaying information and responding to a patient's request is often the most important concern to the patient and integral in maintaining the expectation of service quality in the patient-provider relationship. The PDSA (Plan-Do-Study-Act) method provides structure within the analysis of the nurse callback process. This case study illustrates the viability of process improvement within a highly regulated service-orientated industry.

Keywords: healthcare services; PDSA; healthcare process improvement; patient callbacks; service quality; healthcare quality; healthcare management; performance measures; patient communication; standards; USA; United States; medical information; timeliness; nurse callback process.

DOI: 10.1504/IJSS.2014.061060

International Journal of Services and Standards, 2014 Vol.9 No.1, pp.51 - 66

Received: 02 Jan 2014
Accepted: 10 Apr 2014
Published online: 30 Oct 2014 *

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