Physician Help Desks
People have created a "Physician Help Desk Hotline" that operates differently than their "regular" Help Desk line. First, they ALWAYS get a human being and never a phone tree or voice mailbox. Second, there are expected "service levels" for the Help Desk personnel to answer this line...i.e. it rings and they're on it STAT. I've received very positive feedback from those docs who have used it.
Of course, we are still faced with the challenges of optimizing first call resolution (we are currently at ~60% which is pretty good), physicians who don't have time or want to troubleshoot with the Help Desk staff and providing adequate post-call follow up if the issue cannot be resolved immediately.
People also often create a special team specifically dedicated to providing more direct, face-to-face issue resolution for physicians....which may be analogous to the solution you're considering. What my docs would LOVE is to always have someone "right there" when they have a problem, i.e. someone sitting on every unit just waiting to help. But obviously this is not realistic (except possibly for some areas like Radiology.)
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