In these unprecedented times, TTUHSC Patient Services Specialist (PSS) staff accomplished
outstanding patient access metrics. The telephone inbound call abandonment rate for
the entire TTUHSC practice hit a record low of 2.92% while undergoing the transition
from onsite to remote. “All clinics stepped up and improved their numbers and showed
how committed we are to serving our patients during a time when communication is crucial”
said Sammy Ray, Director of Practice Communications. “TTUHSC’s PSS performance through
this time is a testament to our values of ‘One Team’ and ‘Beyond Service’.”
Our practice looks at various metrics when it comes to the monthly telephone performance
of our clinics. These include abandonment rate, percent of calls put on hold, and
average hold time. “These metrics are important to our practice because we want our
patients to have easy access to care at TTUHSC” said Brent Magers, CEO of Texas Tech
Physicians. “When we decrease the amount of time patients are on hold or lessen the
likelihood that patients will hang up before a PSS answers, we increase patient satisfaction
and the probability that they will continue to seek care at our clinics.”
Of note, the OBGYN Patient Access Center missed only 14 calls out of 8,885 with a
0.16% abandonment rate since March 1st. We extend great appreciation to all who answered
and will continue to answer calls and show kindness, empathy, and professionalism
to our patients.