Patient Satisfaction Tip of the Week
Tip #9: Is Your Phone System Protocol Helping with Access?
When was the last time you assessed the ease and friendliness of your office telephone procedures? 

It’s good to make regular checks on how calls are managed. It's worth the time to see if your phone system procedures are working properly and have the appropriate message:

  • Minimize the time it takes to connect to the “out-of-office” message.

  • Confirm that the after-hours message is compliant with care standards.

  • Address voicemails from patients ASAP.


  • Ask patients if they are satisfied with phone access. 
Questions?
If you have any questions, please contact L.A. Care’s Quality Improvement Department at quality@lacare.org .
L.A. Care P4P Program
L.A. Care wants to help you in your practice and maximize your award. If you represent an IPA practice or clinic, please share these tips with the providers in your network. 

L.A. Care’s Patient Satisfaction Tips of the Week are related to the Clinical and Group Consumer Assessment of Healthcare Providers and Systems (CG-CAHPS). CAHPS scores partially determine payouts for VIIP (Value Initiative for IPA Performance) and the L.A. Care P4P (Pay-for-Performance) Program.

L.A. Care Health Plan , a public entity serving Los Angeles County