Virginia Mason Institute

Performance Improvement | Lean Management | Access to Care | Optimizing Flow

Managing Phone Calls in Primary Care

Problem At Virginia Mason, responding to patient phone calls consumed a great deal of clinic time and was not reimbursed. The primary care clinics were receiving high volumes of calls from patients seeking everything from appointments to medical advice to prescription refills. The calls often led to phone tag between the patient and the health care team, frustrating patients and consuming staff time. Virginia Mason wanted to...

Recent Case Studies

Category

Change Management | Performance Improvement | Lean Management | Strategic Leadership | Leadership Development

Why a Midwest Health System Went to Virginia Mason Institute for Help

July 18, 2014 | Virginia Mason Institute

“The fact that Virginia Mason is driven by the same purpose we are – serving patients and communities – helped them understand us better than consulting companies...

Selected Resources

Healthcare Improvement Insights

Explore articles, case studies, and research that help healthcare leaders drive sustainable improvement.

Mistake Proofing in Ambulatory, Procedural, and ...

Welcome to our blog miniseries: Transforming Healthcare, featuring some of the biggest takeaways ...

Mistake Proofing in Ambulatory, Procedural, and Inpatient Care

Welcome to our blog miniseries: Transforming Healthcare, featuring some of the biggest takeaways ...

Culture of Care

Explore how equity-focused improvement, coaching and lived experience can strengthen staff ...

Culture of Care

Explore how equity-focused improvement, coaching and lived experience can strengthen staff ...

Bridge to Excellence with Three Rivers Hospital

Join host Brenda McLeod in conversation with Jamie Boyer, German Meza, and Karen Gifford about ...

Bridge to Excellence with Three Rivers Hospital

Join host Brenda McLeod in conversation with Jamie Boyer, German Meza, and Karen Gifford about ...