The researchers analyzed data on 32,667 outgoing calls and 21,979 incoming calls.
The study found:
• Slightly more than 50 percent of phone calls were related to a problem or follow-up
• 25 percent of calls were related to a resolution or plan
• 12 percent of calls were in regard to a refill request
• 10 percent of calls were in regard to insurance authorization
• 15 percent of patients account for half of all calls
The researchers concluded that this 15 percent of patients are a group with refractory disease who are more likely to visit the emergency department of be hospitalized.
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