Eta S Berner1, Jeffrey H Burkhardt, Anantachai Panjamapirom, Midge N Ray. 1. Center for Health Informatics for Patient Safety/Quality, Dept of Health Services Administration, University of Alabama at Birmingham, 1705 University Blvd, SHPB 590J, Birmingham, AL 35294. E-mail: eberner@uab.edu.
Abstract
OBJECTIVES: To compare the costs of human and automated follow-up processes in ambulatory care. STUDY DESIGN: Analysis of costs of nurse-initiated and interactive voice response (IVR) system follow-up interventions. METHODS: Using national cost data and data on follow-up processes and outcomes from a previous study, we examined the costs to the healthcare system and providers of developing a follow-up process using nurse-initiated telephone calls compared with calls made by an IVR. RESULTS: Whether using nurse-initiated telephone calls or IVR calls, costs over the first 2 years of follow-up for a practice assumed to have 4800 acute care patient visits per year are approximately the same. After 2 years, IVR follow-up is approximately $9000 per year less expensive than nurse follow-up. In addition, overall cost savings are greater with IVR. CONCLUSIONS: Follow-up of ambulatory care patients is a way to assess risks of future problems and associated costs and to improve quality of care. An automated follow-up process using IVR is more efficient than one based on nurse-initiated follow-up calls.
OBJECTIVES: To compare the costs of human and automated follow-up processes in ambulatory care. STUDY DESIGN: Analysis of costs of nurse-initiated and interactive voice response (IVR) system follow-up interventions. METHODS: Using national cost data and data on follow-up processes and outcomes from a previous study, we examined the costs to the healthcare system and providers of developing a follow-up process using nurse-initiated telephone calls compared with calls made by an IVR. RESULTS: Whether using nurse-initiated telephone calls or IVR calls, costs over the first 2 years of follow-up for a practice assumed to have 4800 acute care patient visits per year are approximately the same. After 2 years, IVR follow-up is approximately $9000 per year less expensive than nurse follow-up. In addition, overall cost savings are greater with IVR. CONCLUSIONS: Follow-up of ambulatory care patients is a way to assess risks of future problems and associated costs and to improve quality of care. An automated follow-up process using IVR is more efficient than one based on nurse-initiated follow-up calls.
Authors: Gordon D Schiff; Elissa Klinger; Alejandra Salazar; Jeffrey Medoff; Mary G Amato; E John Orav; Shimon Shaykevich; Enrique V Seoane; Lake Walsh; Theresa E Fuller; Patricia C Dykes; David W Bates; Jennifer S Haas Journal: J Gen Intern Med Date: 2018-10-05 Impact factor: 5.128
Authors: Ted A Skolarus; Tabitha Metreger; Daniela Wittmann; Soohyun Hwang; Hyungjin Myra Kim; Robert L Grubb; Jeffrey R Gingrich; Hui Zhu; John D Piette; Sarah T Hawley Journal: J Clin Oncol Date: 2019-03-29 Impact factor: 44.544