|NAME||Phone Calls not Returned/Letters not Answered|
a. Patients complain they call physician, clinics, various support services (x-ray, lab) and a message is left for a return call which does not occur. b. Phone rings over long period of time but no one answers/put on hold too long. c. Patient family complain they wrote a letter and have not received a response.
|CUSTOMER SERVICE STANDARD||2|