Assignment:
You manage a patient referral helpline in which callers receive recommendations for physicians that treat special conditions or that have special training or skills. In the last year, the number of calls your helpline receives has doubled. While you don't have funds in your budget to hire additional staff, you have an additional $20,000 to spend on your department to improve efficiency and customer satisfaction. Using the five-step planning process in this chapter as your guide, discuss how you will improve efficiency and customer satisfaction in your department. "A unique planning process"