Case Study: South Texas Veterans Health Care System's Communication Center

This is a case study of the South Texas Veterans Health Care System's Communication Center located at the Kerrville Division in Kerrville, Texas. This project discusses missed, scheduled appointments and their impact on clinic waiting times, as well as the development of the Communication Center at Kerrville Division as a solution to reduce appointment no-shows. Through the evaluation of nine clinics over three periods, it was determined that patients who were telephoned within 48 hours of their scheduled clinic appointment were more likely to make their appointments than were those who were not called. These results not only improved access to health care, but also positively affected customer service.