Using the Provider Management Database to Facilitate Provider Retention

Learning Objectives for this Presentation:
By the end of the presentation, participants will be able to describe how the use of a provider management database increases provider retention.

Background:
VaxTrack began using the Provider Management Database (PMDB) in 2003 as a tool to facilitate provider enrollment. The PMDB enables staff to schedule routine, periodic follow-up calls. It also tracks provider-initiated calls through the Help Desk function.

Setting:
Riverside County, CA

Population:
Public health and private provider offices enrolled in the VaxTrack Immunization Registry.

Project Description:
Although provider offices are encouraged to call the Help Desk when they need to add or modify user accounts or require additional training, they are often too busy to call. New staff may not know they are part of an IIS, or staff may stop using the IIS altogether. By using the PMDB, VaxTrack staff are able to conduct thorough, timely, and personalized follow-up with all enrolled providers. Provider-initiated calls to the Help Desk are recorded and categorized for training- and maintenance-related issues. Weekly call lists generated by the PMDB ensure registry staff maintain regular contact with providers to determine staff turnover and to assess the need for training.

Results/Lessons Learned:
Because all calls, whether initiated or received, are documented in the PMDB, it was possible to compare how many calls critical to maintaining provider participation were initiated and received. Between January 2004 and September 2007, providers made 2594 calls to the Help Desk, yet only 46 involved provider maintenance issues. A review of more than 7600 follow-up calls made by VaxTrack identified an additional 1654 training-or user-related calls. On average, enrolled providers contacted VaxTrack 3% of the time regarding maintenance issues. Because the PMDB enabled VaxTrack staff to be proactive when scheduling follow-up, VaxTrack was able to address 97% of unreported issues critical to provider retention.