Quality Improvement Project: Phone Routing and Answering #1
Project Summary: Standardize the process of phone routing and answering in all divisions throughout CCHD to reduce the number of staff involved, the requirements for cross training, call transfer errors and call transfer length of time. These improvements will improve customer and employee satisfaction.
Project Initiation:
Terri D. submitted a Quality Improvement (QI) Project Proposal for Phone Routing and Answering on 11/15/2016. This project proposal was reviewed and scored by the Quality Improvement Committee (QIC) on 11/16/2016. The QIC selected this proposal to be a QI Project in 2017 on 01/18/2017.
The QIC selected staff from CCHD to form the Quality Improvement Project Team (QIPT) responsible to complete this project. Below is the list of the QIPT members.
Quality Improvement Project Team (QIPT) Members:
| Name | Position Title | Level | Division | Role |
| Heather Macdonald | Laboratory Technician | Non-management |
Lab | QIPT Consultant/Fresh Perspective |
| Terri Dzienis | APC Administrator | Management | APC | QIPT Consultant Helper |
| Ashley Archer | WIC Assistant | Non-management | WIC | Subject Matter Expert |
| Jil Neuman | PH Clerk II | Non-management | VS | Subject Matter Expert |
| Connie Standard | PH Clerk I | Non-management | Nursing | Subject Matter Expert |
| Connie Ash |
PH Clerk I | Non-management | EH | Subject Matter Expert |
Quality Improvement Project Documents and Conclusion:
The QI project was completed on 10/12/2018. The documents explaining the project team plan-do-check-act (PDCA) process, improvements implemented, and conclusions are below.
QI Project Improvement Action Plan
QI Project 1-Page Graphical Summary
