First Call Resolution

I was reading a new blog tonight on healthcare research.  Boring…NO.  This is a good blog call Health as Human Capital Foundation.

One of the entries was about misalignment of incentives.  It is an interesting point.  It made me think of a typical call center metric called First Call Resolution.  This measures how many customer issues are resolved the first time they call the call center.  Wouldn’t it be wonderful if this was true in healthcare?  How many people have had to go to their primary care physician, a specialist, another specialist, etc. to try and figure out what’s wrong with them?

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