The phone’s on, but nobody’s home: communications upgrade

Melissa Baysari* (Editor)

*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceedingChapterpeer-review


Phone menus were changed to allow routine refill requests to be recorded, and greater emphasis was placed on having inbound calls sent to the primary office secretary. The new phone system addresses many of these issues: it has the ability to allow staff to answer multiple lines from any location in the department which created more flexibility in staffing; it allows for calls to be routed appropriately, for example, so that chart requests go directly to Health Information Management and billing questions go directly to Patient Accounts; and it has robust data reporting and management tools that help supervisors make near-real-time decisions. Although a number of problems with the legacy phone system were identified, highlighting the need for a new system, it appears that more could have been done to appreciate the needs and preferences of users with respect to phone call management.

Original languageEnglish
Title of host publicationHIT or miss
Subtitle of host publicationlessons learned from Health Information Technology projects
EditorsJonathan Leviss
Place of PublicationBoca Raton, FL
PublisherTaylor and Francis
Number of pages3
ISBN (Electronic)9780429633379, 9780429031403
ISBN (Print)9780367143466
Publication statusPublished - 1 Jan 2019
Externally publishedYes

Publication series

NameHIMSS Book Series
PublisherCRC Press


Dive into the research topics of 'The phone’s on, but nobody’s home: communications upgrade'. Together they form a unique fingerprint.

Cite this