Some of the faces behind the Information Centre, from left to right: Adele Dreadon, Valerie Morrison and Liz Riepen.
Better access to information through hub
Patients ringing Tauranga and Whakatāne
Hospitals wanting to check or change their
hospital appointments are getting faster access
to this information through a new patient
information centre.
This month the Bay of Plenty DHB launched the Patient
Information Centre 0800 line after a successful trial of the service
covering Orthopaedics and General Surgery departments.
Patient Information Centre Coordinator, Adele Dreadon says, “For
a long time we’ve had a Regional Call Centre where people could
ring or email to confirm whether or not they could attend their
scheduled appointment.
“But the sheer volume of calls often meant people were put on
hold or transferred to the wrong department resulting in delays in
them getting the information requested. Leaving people frustrated
on both ends of the call.”
Through the Patient Information Centre calls are handled by a
team of five. This team is charged with the task of finding the
information and passing the information back to the patient within
48 hours.
“It’s like a one-stop shop for information. The team tracks down the
information required. That means fewer calls are transferred, and
fewer people are ‘lost in the system’ seeking information.”
Adele says on average the team is answering approximately
200 calls each day as well as replying to text and e-mail
messages. Most calls are about checking, changing or cancelling
appointments. “We do get some calls from people wanting a
repeat prescription for medication they’ve been prescribed while
they’ve been under specialist care at the hospital. We advise them
to see their GP.”
The Patient Information Centre team handles calls about
Orthopaedics, General Surgery Gynaecology, Paediatrics,
Rheumatology and Podiatry.
Feedback from the public about the service has so far been positive
with 79 % ranking the service as excellent, and 93% indicating the
Centre was able to provide the information requested.
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