Health & Safety

March 1, 2013

412th MDG offers tips to reduce appointment line hold times

Scheduling a medical appointment with a healthcare provider can sometimes be a frustrating task for patients.

Whether its long hold times due to high call volume or the inability to get an appointment that meets the patient’s needs in a timely manner, frustration can sometimes carry over to the appointment resulting in patient dissatisfaction.

The 412 Medical Group team wants every beneficiary to have a positive experience and that experience begins with the appointment process. Interested in shorter hold times on the phone? Call when others are not. Want more flexibility in managing medical appointments? Check out TRICARE Online and book your own appointment.

The 412th MDG appointment line, (661) 277-7118, operates from 7 a.m. to 4 p.m. on duty days.

Appointment line hold times are impacted by a number of factors to include call volume and staffing levels. Appointment line call volumes vary based on the time of day as well as the day of the week. The highest call volume occurs between 7 a.m. and 10 a.m.

Approximately 40-50 percent of the daily call volume occurs during this three-hour period. Hold times during this period average 3 to 5 minutes, with longer hold times frequently occurring the first duty day following a holiday weekend or Monday training day. During known peak call hours, the 412th MDG makes every effort to keep hold times as short as possible, to include dedicating additional staff to the appointment desk. Beneficiaries requiring urgent care after-hours or on weekends or holidays, are encouraged to call the Nurse Advice Line at (866) 535-4137.

So, what is the best time to call the appointment line? Call during non-peak hours. If you are calling to schedule, cancel or verify an appointment that is not for the same day, calling later in the day will lead to shorter hold times. Currently, hold times average 1-2 minutes between the hours of 1 p.m. and 3 p.m. daily.

Want to manage your own appointment on-line? Check out TRICARE Online. Every beneficiary enrolled to the 412th MDG is eligible for a TRICARE Online account. TRICARE Online is available 24 hours a day, 7 days a week and allows beneficiaries to schedule appointments and cancel or view booked appointments online. Most appointments available for booking through the appointment line are available on TRICARE Online with the exception of Active Duty Preventive Health Assessments and Sick Call appointments for personnel enrolled to the Flight and Operational Medicine clinic. Please visit www.tricareonline.com for more information or to register for an account.

The 412th MDG is committed to creating an environment of world-class health care that is patient-centered and customer-focused. If you have any questions, concerns or comments please contact the 412th MDG Patient Advocate at (661) 275-2698.

 




All of this week's top headlines to your email every Friday.


 
 

 

News Briefs April 24, 2015

“Edwards Got Talent” contest April 24 Edwards Family Advocacy will hold an “Edwards Got Talent” competition at the Oasis Community Center April 24. The show starts at 5:30 p.m. and will end at 7:30 p.m. Anyone with access to Edwards AFB and their family members are invited to come and show off their talent! The...
 
 
Courtesy photograph by Liz Jacobson

Ten seconds later and that picture still exists

Courtesy photograph by Liz Jacobson Teenagers may feel a false sense of anonymity and security when using Internet apps, which can lead to an increasing number of teenagers sending inappropriate content. Irresponsible sharing o...
 
 
NASA photograph by Ken Ulbrich

Second X-56A MUTT makes first flight

NASA photograph by Ken Ulbrich NASA researchers are using the X-56A, a low-cost, modular, remotely piloted aerial vehicle, to explore the behavior of lightweight, flexible aircraft structures. Researchers at NASA’s Armstrong ...
 

 
afaf

AFAF campaign extended

Air Force photograph by Rebecca Amber The Edwards Air Force Base 2015 Air Force Assistance Fund Campaign has been extended an additional two weeks to May 15. If you would like to donate, contact your Unit Project Officer. For q...
 
 
Air Force photograph by Samuel King Jr.

An Edwards NCO’s journey to wounded warrior mentorship

Air Force photograph by Samuel King Jr. Tech. Sgt. Ryan Delaney, an Air Force Wounded Warrior mentor, watches Tremayne Maxwell, an Air Force Wounded Warrior athlete, perfect his wheelchair basketball rolling skills during the f...
 
 
Air Force photograph by Jet Fabara

F-22 test squadron recognizes decorated squadron member, Vietnam hero

Air Force photograph by Jet Fabara William Freckleton, 412th Range Squadron lead F-22 range control officer, poses before his F-16D incentive flight April 21. Freckleton is the only decorated Vietnam veteran at the 411th Flight...
 




0 Comments


Be the first to comment!


Leave a Reply

Your email address will not be published. Required fields are marked *

You may use these HTML tags and attributes: <a href="" title=""> <abbr title=""> <acronym title=""> <b> <blockquote cite=""> <cite> <code> <del datetime=""> <em> <i> <q cite=""> <strike> <strong>