The role of computer science within health organisations is more and more important, so that health information systems represent one of the most interesting areas in the evolution of health management (we may think of the certification projects of the information technology competences in health systems, that have been recently started by the ECDL Foundation in Europe and AICA in Italy). Obviously, in this direction a fundamental role (even though appreciated not yet completely in the contribution to value creation) is played by New Technologies, i.e. those automatic solutions, that are prevailingly based on ICT (Information and Communication Technology) infrastructures. Among these ones, in health organisation call centres have had an immediate and tangible success: they are useful for different services (we may think of the departments for the relationships with customers), but they are prevailingly oriented to the reservation activity. Anyway, also in this case human resources play an essential role, because, obviously, the “automation” relies in the contact channel, but not in the service relationship (between health organisation and patients/clients). This work aims to show the methodology of a case study (the reservation department for health services of “Casa di Cura Tortorella s.p.a.”, Salerno – Italy), in which the front office personnel has been interested by a training intervention, in order to improve the service quality. By monitoring the activities (to handle in a more efficient way the waiting lists) and by checking the possible inconsistencies between prescriptions and reserved exams (thanks to punctual interviews with internal services and prescribing physicians), it has been possible to determine some improvement margins, to be pursued by a training programme (for the front office personnel) on healthcare culture and, in particular, on topographic anatomy. The research objective, in the perspective to the improvement of health services quality, is to study how to gain an increase of efficacy and efficiency for the reservation department, after deploying an adequate analysis on knowledge needs and a suitable training intervention on health exams’ terminology: such a step is preliminary to a better customer satisfaction (other than an improvement of corporate image and relationship with prescribing physicians); while the research aim is the verification of the general conviction, according to which the quality increase in health services can not depend only on the mere introduction of New Technologies in the organisations, but on a coherent investment in competences, which are necessary to manage these new solutions (otherwise, they would represent only a cost, and not an investment).
|Titolo:||Human Resources Training for Quality in Health Services Call Centres|
|Autori interni:||METALLO, Gerardino|
|Data di pubblicazione:||2007|
|Appare nelle tipologie:||2.1.2 Articolo su libro con ISBN|