Annual Report 2014 - Page 36

College Registrar. “We need to show value to the public which we serve. After all, we live in a new era of expectations and the practices of health-care regulators must reflect this reality,” he said. Physician and Public Advisory Services: Here to Help The provision of timely and high quality service to the public and profession through our frontline service continued to be a focus throughout the year. We respond to thousands of inquiries annually, via phone, email, and correspondence. In 2014, a total of 60,850 calls were placed to Public and Physician Advisory Services (PPAS). Eighty-four percent of incoming calls were answered live in 2014, reflecting a 14% increase from 2013. Since 2010, the overall call volume has increased by 9.5%, which is largely attributed to increased responsibility for annual renewal inquiries. Achievements 1 Improved our web pages to encourage feedback during our consultations. More than 8300 consultation responses were received for policies in 2014 – 3000 more responses than the previous year. 2 Made a whiteboard animation video to help dispel myths and misinformation about the College. 3 Made an infographic to explain how we make policy. 34 4 Live answered more incoming calls to Physician and Public Advisory Services; 14% increase over last year. 5 Collaborated with undergraduate faculties of medicine in the development of curriculum on core professionalism, ethics and practice issues, such as Medical Records, and Social Media. 6 Replied to 35 external stakeholders’ consultations. COLLEGE OF PHYSICIANS AND SURGEONS OF ONTARIO