Reasons CP (s) FT (s) OE (s) TP (s) Cancellation 0.00 1.06 0.00 0.00 Order Completion 50.00 29.79 2.08 41.67 Insurance 5.00 8.51 22.92 2.08 Appendix B: Phone Call No Answer 0.00 0.00 4.17 0.00 Analysis (continued) Order Change 0.00 2.13 10.42 4.17 Order Status 5.00 37.23 25.00 22.92 Phone Calls by Position Page Response 5.00 1.06 0.00 2.08 Calls without ‘Order Status’ Question 35.00 20.21 35.42 27.08 Average Time on Position Total Calls In Out Percentage Duration Phone/order CP 24 76 9 13 12.06 11.89 FT 80 57.55 24 37 40.20 39.65 OE 51 65.73 24 14 25.63 25.27 TP 44 49.30 15 23 22.11 21.81 Calls recorded by time of day Call Start times Calls Recorded 9:00 - 12:00 97 12:01 - 3:00 65 3:01 - 6:00 39 C: Pharmacy Layout D: Pharmacy Staffing Schedule Average Patient Average Orders Prescriptions Triage Order Checking Received per Received per Time Pharm. Entry Tech. Filler Tech. Pharm. day day 8:00 AM 2.50 14.83 8:30 AM 3.00 9.33 9:00 AM Arrive Arrive 3.67 9.83
Reasons CP (s) FT (s) OE (s) TP (s) Cancellation 0.00 1.06 0.00 0.00 Order Completion 50.00 29.79 2.08 41.67 Insurance 5.00 8.51 22.92 2.08 No Answer 0.00 0.00 4.17 0.00 Order Change 0.00 2.13 10.42 4.17 Order Status 5.00 37.23 25.00 22.92 Page Response 5.00 1.06 0.00 2.08 Question 35.00 20.21 35.42 27.08 Appendix B: Phone Call Analysis (continued) Phone Calls by Position without ‘Order Status’ Calls Position Total Calls Average Duration In Out Percentage Time on Phone/order CP 24 76 9 13 12.06 11.89 FT 80 57.55 24 37 40.20 39.65 OE 51 65.73 24 14 25.63 25.27 TP 44 49.30 15 23 22.11 21.81 Calls recorded by time of day Call Start times Calls Recorded 9:00 - 12:00 97 12:01 - 3:00 65 3:01 - 6:00 39 C: Pharmacy Layout D: Pharmacy Staffing Schedule Time Triage Pharm. Order Entry Tech. Filler Tech. Checking Pharm. Average Patient Orders Received per day Average Prescriptions Received per day 8:00 AM 2.50 14.83 8:30 AM 3.00 9.33 9:00 AM Arrive Arrive 3.67 9.83
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