What does it take for a client to say “We feel like we are your only project!” What are some of the first things you think of when you picture “Software Implementation”? Perhaps, kickoff meetings, long term buy-in, deadlines, stakeholders, process and change management come to mind.
Perfection, the ultimate desire! Is the pursuit worth it?
Is an on-call schedule “good" only when each individual Provider is satisfied (no unhappiness)?
Automated physician scheduling software can do many things such as save you time, help you generate consistent results, and provide transparency of process. But software has never solved in-house political problems or replaced the leadership of a seasoned on-call scheduler making an educated judgment call.
Some schedulers get so excited about the possibilities envisioned with their new scheduling software, they forget it remains a tool; it is not artificial intelligence. Usually three things begin to happen . . .
Fear of Change (part 1 of 2)
You have taken a long-term, multi-faceted approach to managing your change-over to on-call software and a new scheduling process. You have allocated the time, resources and commitment to do this. Why then why, six months later, has the new implementation ended up in the trash pile with other initiatives that failed in the past?
How would you know if a Provider is "gaming the system", resulting in a schedule where the "odds are forever in their favor?"
How can you guarantee objectivity, fairness and transparency in your on-call schedules?
In the past, paper calendars and excel documents made "gaming" difficult to detect. Auditing was inaccurate and time consuming, since schedules were generally created by hand from scratch each time, requests came in via notes or phone, and tallies could be miss counted.
Using on-line scheduling software improves the situation, but you may need to take more preventive action.
While Call Scheduler values the client-partner relationship and encourages you to call for support when needed, some common tech support calls may be better handled “in house”.
Physicians can save time and frustration by keeping a few simple things in mind before picking up the phone. If the problem falls into one of the following areas, perhaps that tech support call should be a local one.