Transcript Results of Using Help Desk Database

Using a Help Desk Database
to Identify Training Issues, Improve Customer Service,
and Increase Office Efficiency
Jennifer West, MPH
Health Educator
VaxTrack Immunization Registry Program
Riverside County Department of Public Health
Riverside, CA
Overview
 Rationale
for a Help Desk database
 Screen prints
 Sample reports
 Results of using a Help Desk database
 Conclusions
Rationale for Help Desk Database
 Help
Desk receives calls from registry
users and parents, initiates calls to new
providers
 Needed
a system for collecting and
analyzing information obtained during
phone calls
 Designed
as an add-on component of
an existing Provider Management
Database
Provider Database Switchboard
Help Desk Data Entry Screen
Data Collected
 Date
of call
 Name of person taking the call
 Caller’s name and phone number
 Type of call (IZ referral, No sharing
requests, registry technical support)
 Priority of the call
 Whether the issue has been resolved,
when, and how
Help Desk Reports Menu
Open Help Desk Call Report

A “To Do”
list for the
Help Desk

Ensures
that no user
requests
are lost or
forgotten
Weekly Calls / Mailings Due

Generated
by the Help
Desk
weekly

Identifies
clinics that
need phone
calls or
mailings
that week
Help Desk Calls by Category

Subtotals calls
received during a
given time period by
category (reason for
call)

Generated by the
Help Desk monthly

Used to adjust
training curriculum
as needed
Help Desk Calls by Clinic

Subtotals calls
received during a
given time period by
clinic name

Generated by the
Help Desk monthly

Used to identify and
respond to training
needs of the indiv.
clinic or user
Clinic Profile
(Used by Health Educators for Provider Mgmt)








Clinic status
Contact info
Eligibility
Important dates
Reminder/Recall
FU trng checklist
Practitioner list
Next FU due date
Clinic Profile
(page 2)
User list
 Computer list
 Contact log
 Help Desk log
 Space for notes
made during
calls or site visits

Results of Using Help Desk
Database
 Increased
office efficiency
– By producing higher quality data faster
and more easily than is possible using
manual Help Desk logs
» Monthly call summaries take seconds instead
of hours
» Able to analyze specific call categories in
rather than just number of calls
Results of Using Help Desk
Database
 Identification
of recurring training
issues
– Health Educators have made several
changes to training curriculum as a result
of Help Desk feedback
Results of Using Help Desk
Database
 Improved
customer service
– By providing a means to identify
unresolved calls
– By allowing all Registry staff direct, realtime access to Help Desk data
» Health Educators always know what the
Help Desk knows in terms of what a clinic’s
specific challenges are
Conclusions
 The
Help Desk database is an excellent
tool for organizing and analyzing data
from incoming calls
 The
Help Desk database improves
communication between registry staff
members, helping to ensure that
participating providers and parents
receive exceptional customer service