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 Primary Care

Start Your Lean Health Care Journey Learn More Problem Virginia Mason recognized that mistakes and ...

Mistake-Proofing Primary Care

Start Your Lean Health Care Journey Learn More Problem Virginia Mason recognized that mistakes and ...

Why a Midwest Health System Went to Virginia ...

“The fact that Virginia Mason is driven by the same purpose we are – serving patients and ...

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

“The fact that Virginia Mason is driven by the same purpose we are – serving patients and ...

Managing Phone Calls in Primary Care

Problem Responding to patient phone calls at Virginia Mason consumed a great deal of clinic time ...

Managing Phone Calls in Primary Care

Problem Responding to patient phone calls at Virginia Mason consumed a great deal of clinic time ...