Discuss how contact center medical and operations leadership must realize new efficiencies in nurse workflows using data generated by our clinical interactions to inform the business, given the call volume and professional staffing required to provide safe and efficient quality nursing services.

Examine one large academic organization’s 2-year journey to increase patient and family satisfaction when contacting their health care teams in medicine specialties, brain health, neurosurgery, stroke, rehabilitative services, and oncology.

Contact hours available until 5/14/19.

Requirements for Successful Completion:

Complete the learning activity in its entirety and complete the online CNE evaluation. You will be able to print your CNE certificate at any time after you complete the evaluation.

Disclosures:

No planning committee member or speaker declares any actual or potential conflict of interest.

Commercial Support and Sponsorship:

No commercial support or sponsorship declared.

Accreditation Statement:

This educational activity is jointly provided by Anthony J. Jannetti, Inc. (AJJ) and AAACN.

Anthony J. Jannetti, Inc. is accredited as a provider of continuing nursing education by the American Nurses Credentialing Center’s Commission on Accreditation.

AAACN is a provider approved by the California Board of Registered Nursing, provider number CEP 5366.

Learning Outcomes:

• After completing this learning activity, the learner will be able to take steps to gather data to measure and trend production staff and answer operational and clinical questions based on data collection and analysis.

• After completing this learning activity, the learner will describe steps for implementing “live call handling” and describe resource assessment and decision support tools utilized in model selection.

Donna McDaniel MN, RN, OCN

Appearances