OncoCall: Analyzing the Outcomes of the Oncology Telephone Patient Assistance

摘要

Hospital Puerta del Hierro in Madrid, Spain, implemented in November 2011 a new service that aim to aid the patients of the oncology service with their doubts during their treatments through the use of a centralized call center. This service was created with the goal of provide a more personalized patient attention as well as to try to reduce the number of re-entries in the hospital in the emergencies. The aim of this paper is to present the main result of the analysis of the data produced by their call service in order to verify if the objectives were fulfilled as well as to gather what improvements can be done.