research

Using design thinking to help practitioners and front desk staff schedule follow up appointments

Abstract

Due to an increase of calls at the front desk, Western Connecticut Health Network has systemized scheduling through call centers. In Newtown Family Medicine, clinical staff become responsible for helping patients navigate between two call centers in order to schedule appointments or schedule imaging. I used design thinking to create stickers that saved practitioners time explaining the process and decrease patient confusion.https://scholarworks.uvm.edu/fmclerk/1576/thumbnail.jp

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