The Use of Interactive Voice Response Systems to Improve the Quality and Safety of Ambulatory Care

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Author(s): Natalie Oake (Ottawa Health Research Institute, Canada)and Alan J. Foster (Ottawa Health Research Institute and the University of Ottawa, Canada)
Copyright: 2009
Pages: 24
Source title: Handbook of Research on Information Technology Management and Clinical Data Administration in Healthcare
Source Author(s)/Editor(s): Ashish N. Dwivedi (University of Hull, UK)
DOI: 10.4018/978-1-60566-356-2.ch017

Keywords: Health Information Systems / Medical Information Science Reference / Medicine & Healthcare

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Abstract

This chapter highlights how an interactive voice response system (IVRS) may be used to improve quality of care problems associated with ambulatory care. The authors provide examples of quality problems, related to access, effectiveness, and safety, and describe how an IVRS may be used to reduce them. The chapter is also comprised of a comprehensive examination of published literature describing studies that have used IVRS interventions. The majority of these studies used an IVRS to manage patients with chronic disease or change behavior related to preventive medicine. Finally, the authors discuss potential implementation issues, including technological requirements of the IVRS, project management, and scalability of the IVRS.

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The Use of Interactive Voice Response Systems to Improve the Quality and Safety of Ambulatory Care

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