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Study Clinic Call Center Training 11.13.12. A n ew script for scheduling IUD insertion patients. familyplanning.uchicago.edu. Why a new script?.

elvis-kirby
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  1. Study Clinic Call Center Training 11.13.12 A new script for scheduling IUD insertion patients familyplanning.uchicago.edu

  2. Why a new script? Our research and discussions with staff and providers show that some patients still have trouble getting their IUD placed on the date they are scheduled for their appointment. The updated script is designed to address the biggest issues we found that might prevent successful IUD placement.

  3. Issue #1: No-shows No-shows continue to be a concern at all clinics, especially in the Title X clinics. Data collected from the three Chicago Title X clinics in October 2012 show that just over 40% of scheduled IUD insertion visits resulted in no-shows. Only 3 people (4%) called to cancel appts during this same month.

  4. Issue #2: Unprotected sex before the appointment An IUD cannot be placed if the patient had any unprotected sexual intercourse in the two weeks prior to her appointment. However, women consistently arrive at clinics without following these instructions or stating they did not know this, and so cannot get their IUDs that day.

  5. Issue #3: General Instructions Other issues seen that prevent women from receiving their IUDS: • Bringing a child to the appointment without another adult to watch the child • Not having ID • Arriving late/unable to be rescheduled • No payment/ incorrect payment method

  6. What will be changed to address these issues? • Clarification of general visit instructions • Clarification of IUD-specific instructions • Easier, color-coded script flow-chart

  7. New Script: General Instructions

  8. New Script: IUD Instructions

  9. What has stayed the same? Many of the items on the currently used script will stay the same, including: • Order of scheduling • Registration • Type of appt / booking a HOPE appt first for patients who don’t know which type of IUD they want to use • Payment options, information and instruction • Title X guidelines for annual/well woman exam prior to IUD insertion • Many of the general visit instructions stay the same

  10. What do we hope to accomplish? • Better attendance rates • Fewer women turned away due to missed instructions • Less rescheduling or multiple appointment-making • More efficient use of clinic and call center time and resources • Increase in satisfied patients

  11. Thank you! Questions?

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