Since the inception of the IT&S call centre at St David’s Healthcare (SDH), a US hospital system and winner of the 2014 Baldrige National Quality Award, calls increased by 1,000 a month, but the call abandonment rate was reduced by 50%, almost 66% of calls were resolved with only one phone call, and the average…

BPIR Categories

15.2.4 Service performance e.g. quality/delivery/value

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