Automated telephone call distribution system improves medical service

  • Published
  • By 96th Medical Group
EGLIN AIR FORCE BASE, Fla. --  The 96th Medical Group wants to get more information out to their patients, in particular, the changes in the Phone Tree for 883-8600.

With the volume of incoming calls reaching almost 500 per day, the group needs to manage the volume of incoming calls and still provide good customer service to their patients," said Dr. Diane Dodendorf, General Practice Manager, Medical Operations Squadron.

"To this end, we are distributing a map to show how our Phone Tree is constructed," she said. "We continue to work to improve this phone system over time for our patients."

The AF Surgeon General mandated the use of TelMod, an automated call distribution system last year.

"This system was implemented here in late July 2007," Doctor Dodendorf said. "Our goal with this new TelMod system is for our patients to reach the 'right' person with as few finger presses as possible.

To schedule appointments or leave a non-urgent message for a clinic (medication refills, lab results), patients should continue to use 883-8600; Press 1 for Eglin; Press 1 for Appointments; Press 2 for Medical Appointments; Press # for the clinic. An appointment clerk for the clinic will answer this call and provide an appointment, clinic information, or take a message.

Recently, the medical group has activated a way for patients to contact their clinics directly if they have an urgent concern.

"If you have an urgent problem and need some clinical information from the nurse at your clinic, you will dial 883-8600; Press 1 for Eglin; Press 2 to talk with health professional in your clinic; Press the correct number for your clinic," the doctor said. "You will be asked to leave a voice message if the clinic staff is busy. Messages are frequently picked up during the duty day."

The Phone Tree map is in a brochure that is available at all the Eglin clinics.

"We hope that it will help you to use the Phone Tree to your best advantage," Doctor Dodendorf said. "We show the phone map here along with some tips on our phone tree and tips for making appointments. If you wish to comment on the TelMod Phone Tree, please send your comments to Dr. Diane Dodendorf, 307 Boatner Road, Suite 114, Eglin AFB, FL 32542-1282.