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2017 Quality Improvement Project: Phone Routing and Answering

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 Support Lab QIPT Consultant/Fresh Perspective
Terri Dzienis APC Administrator Management    APC QIPT Consultant Helper  
Ashley Archer WIC Assistant Support WIC Subject Matter Expert
Jil Neuman PH Clerk II Support VS Subject Matter Expert
Connie Standard PH Clerk I Support Nursing Subject Matter Expert
Connie Ash
PH Clerk I   Support EH   Subject Matter Expert







QIPT Team Charter: Coming soon


Quality Improvement Project Documents:

QI Project Worksheet: Coming soon

QI Project Action Plan: Coming soon

QI Project Story Board: Coming soon



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