Document Detail

Closing the Feedback Loop: An Interactive Voice Response System to Provide Follow-up and Feedback in Primary Care Settings.
MedLine Citation:
PMID:  23340825     Owner:  NLM     Status:  In-Data-Review    
In primary care settings, follow-up regarding the outcome of acute outpatient visits is largely absent. We sought to develop an automated interactive voice response system (IVRS) for patient follow-up with feedback to providers capable of interfacing with multiple pre-existing electronic medical records (EMRs). A system was designed to extract data from EMRs, integrate with the IVRS, call patients for follow-up, and provide a feedback report to providers. Challenges during the development process were analyzed and summarized. The components of the technological solution and details of its implementation are reported. Lessons learned include: (1) Modular utilization of system components is often needed to adapt to specific clinic workflow and patient population needs (2) Understanding the local telephony environment greatly impacts development and is critical to success, and (3) Ample time for development of the IVRS questionnaire (mapping all branching paths) and speech recognition tuning (sensitivity, use of barge-in tuning, use of "known voice") is needed. With proper attention to design and development, modular follow-up and feedback systems can be integrated into existing EMR systems providing the benefits of IVRS follow-up to patients and providers across diverse practice settings.
James H Willig; Marc Krawitz; Anantachai Panjamapirom; Midge N Ray; Christa R Nevin; Thomas M English; Mark P Cohen; Eta S Berner
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Publication Detail:
Type:  Journal Article     Date:  2013-01-23
Journal Detail:
Title:  Journal of medical systems     Volume:  37     ISSN:  0148-5598     ISO Abbreviation:  J Med Syst     Publication Date:  2013 Apr 
Date Detail:
Created Date:  2013-01-23     Completed Date:  -     Revised Date:  -    
Medline Journal Info:
Nlm Unique ID:  7806056     Medline TA:  J Med Syst     Country:  United States    
Other Details:
Languages:  eng     Pagination:  9905     Citation Subset:  IM    
University of Alabama at Birmingham, 1720 Second Ave. South, Birmingham, AL, 35294, USA.
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