As more than 500 medical personnel from National Naval Medical Center deployed in support of the disaster relief efforts in Haiti, Walter Reed Healthcare Operations used their AudioCare call system, typically used to remind patients of appointments, to send a message to more than 9,000 beneficiaries about possible changes in services.
The pre-recorded message lets patients know that because of the number of staff deployed from NNMC, future appointment availability at Walter Reed Army Medical Center may be affected.
‘‘We want to be proactive in letting patients know if there’s a change in services,” said Lt. Col. Steven D. Roth, director of Healthcare Operations.
Roth explained that the only other time WRAMC used this system in this way was to let beneficiaries know when the flu vaccination was available, but he said he sees it being used more in the future.
The call list was tailored to call one household one time to avoid repeat calls.
With 24 lines making 24 calls at a time from 10 a.m. to 5 p.m., it took two-and-a-half days, with 8,619 that made it through, explained Olivia Han, data clerk in the Managed Care office.
‘‘There are a lot of different ways to use this system,” she said. ‘‘Instead of having to mail out thousands of letters, we can put these messages together. It frees up a lot of manpower.”
Roth adds it also saves money by not paying for paper, envelopes, and postage.
The system is typically used for appointment reminders, referral reminders, and surveys but Roth said he sees it going further by, as an example, pinpointing female patients during Breast Cancer Awareness Month to remind them to schedule a mammogram.
‘‘The feedback I got from a retiree last week was really positive,” he said.
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