WORK SAMPLING STUDY- CENTRAL PHARMACY CALL VOLUME
SOM
June 27, 2017
INTRODUCTION
As part of the Central Pharmacy Call Volume study we collected a total of 1330 data points.
Data was collected to analyze call volume based on following basic parameters:
- Date of call
- Day of week
- Name of the call handler
- Time of Call (log)
- Who Answered the Phone ?
- Caller Name/Dept ?
- Caller Unit
- Who was the call for ?
- Subject of call ?
- Other/ Remarks ?
- Call duration (0-1, 2-5, 6-10, >10 - in min’s)
The data contains observations of 1330 calls collected under 12 attributes, some observations have been missed to be captured, which is quite natural in such studies,missing data has been included so that all observations are recorded and analyzed as it is without bias.
The Summary of the data is as below
SUMMARY
## Sno Date WeekDay NameOfCallHandler
## Min. : 1.0 22-Jun-17:243 Fri:212 :206
## 1st Qu.: 333.2 27-Jun-17:216 Mon:150 Lauren :190
## Median : 665.5 23-Jun-17:212 Sat:188 Shannan :186
## Mean : 665.5 24-Jun-17:188 Sun:173 Michelle Moss:142
## 3rd Qu.: 997.8 25-Jun-17:173 Thu:243 Adrian/Priya : 37
## Max. :1330.0 26-Jun-17:150 Tue:216 Priya/Adrian : 36
## (Other) :148 Wed:148 (Other) :533
## TimeOfCall AnsweredBy CallerDept CallerUnit
## 17:00 : 6 : 63 RN :1040 :399
## 20:13 : 6 CPhT:852 Other : 139 PICU :110
## 14:00 : 5 RPh :415 : 94 3PAV : 71
## 15:45 : 5 UBP : 26 5NTW : 69
## 19:48 : 5 DR or NP: 24 3STC : 66
## 19:59 : 5 UBT : 5 5NTE : 44
## (Other):1298 (Other) : 2 (Other):571
## WhoIsTheCallFor SubjectOfCall OtherRemarks
## CPhT :789 Doses :607 :396
## RPh :399 Other :182 refill med : 35
## : 80 Missing/Delayed Medicine:176 reorder : 13
## CPhT/RPh : 21 Clinical :103 Reorder : 12
## RPH : 17 : 55 Fluid reorder: 10
## Retail Pharmacy: 15 Verify A Dose : 48 Missing dose : 9
## (Other) : 9 (Other) :159 (Other) :855
## CallDurationMin
## : 94
## >10 : 3
## 0-1 :922
## 1-5 : 2
## 2-5 :300
## 6-10: 9
## ## [1] 1330 12## [1] 1330Based on the summary we can state that there are a total of 1330 calls observed starting from 22-Jun-2017 to 27-Jun-2017.
Me an number of calls observed were about 190 per day.
Call Answered By:
852 calls were handled by Central Pharma Technicians , 415 by RPh and 63 calls have missing field
Caller Department:
The calls occured from following departments: 1. RN: 1040 2. Others: 141 3. UBP: 26 4. DR or NP: 24 5. UBT: 5 ***Missing fields: 94
WORK SAMPLING STUDY
## Warning: package 'ggplot2' was built under R version 3.3.3## Warning: package 'data.table' was built under R version 3.3.2## Category Frequency
## 1 55
## 2 Clinical 103
## 3 Doses 607
## 4 Fax 11
## 5 Meditech 26
## 6 Missing/Delayed Medicine 176
## 7 Omnicell 47
## 8 Other 182
## 9 Pickup/Delivery 28
## 10 Re-Time 47
## 11 Verify A Dose 48## [1] 11 2
Work Sampling Results Are Observed As Below:
## Category Percentage Proportion StandardError 95%CILower
## 1 4 0.041 0.005 0.031
## 2 Clinical 8 0.077 0.007 0.063
## 3 Doses 46 0.456 0.014 0.429
## 4 Fax 1 0.008 0.002 0.004
## 5 Meditech 2 0.020 0.004 0.012
## 6 Missing/Delayed Medicine 13 0.132 0.009 0.114
## 7 Omnicell 4 0.035 0.005 0.025
## 8 Other 14 0.137 0.009 0.119
## 9 Pickup/Delivery 2 0.021 0.004 0.013
## 10 Re-Time 4 0.035 0.005 0.025
## 11 Verify A Dose 4 0.036 0.005 0.026
## 95%CIUpper
## 1 0.051
## 2 0.091
## 3 0.483
## 4 0.012
## 5 0.028
## 6 0.150
## 7 0.045
## 8 0.155
## 9 0.029
## 10 0.045
## 11 0.046The work sampling results have been interpretted for 1275 observations of total 1330 since 55 observations have no subject category captured for the same.
- Doses: 607/1275 observations: Calls regarding Dossage have been observed to be the highest at 48% (607) of total 1275 observations.
- Missing/Delayed Medicine: A total of 176 of 1275 calls have been about enquiries on Missing or delayed medicine.
- 103 calls of 1275 have been with respect to enquieries of Clinical type.
- 182 calls of 1275 have other reasons which needs to be analyzed.
The 95% Confidence interval tells us about the expectation of percentage calls to be received on a given day for a particular category which would lie between the lower and upper limit.
TIME LOG
Analysis Of The Time log Of Calls tells us that most number of calls are observed between 5 Pm to 9 Pm
## Warning: package 'lattice' was built under R version 3.3.2## TimeHr Count
## 1 0 51
## 2 1 39
## 3 2 36
## 4 3 30
## 5 4 40
## 6 5 46
## 7 6 38
## 8 7 43
## 9 8 62
## 10 9 45
## 11 10 43
## 12 11 43
## 13 12 51
## 14 13 27
## 15 14 50
## 16 15 54
## 17 16 66
## 18 17 91
## 19 18 73
## 20 19 73
## 21 20 106
## 22 21 100
## 23 22 73
## 24 23 50
SPLIT OF CALLS ANSWERED AND CALLER DEPARTMENT
SUMMARY OF CALLER UNITS
## Unit TotalCalls
## 1 399
## 89 PICU 110
## 11 3PAV 71
## 35 5NTW 69
## 14 3STC 66
## 34 5NTE 44
## 18 4N 41
## 7 3N 36
## 12 3S 34
## 36 5PAV 33
## 76 NICU 27
## 30 5N 26
## 24 4PAV 25
## 25 4S 20
## 26 4SOU 19
## 17 4EMU 18
## 38 6N 17
## 8 3NOR 15
## 13 3SOU 14
## 22 4NTE 14
## 2 2N 13
## 57 ED 13
## 99 Retail Pharmacy 13
## 23 4NTW 12
## 88 PI 11
## 67 IV Room 10
## 82 OR 9
## 20 4NOR 8
## 32 5NOR 8
## 33 5NT 8
## 49 CI 7
## 50 CICU 7
## 103 STC 6
## 72 NI 5
## 77 NICUD 5
## 86 PACU 4
## 19 4NCR 3
## 53 CT 3
## 61 H/O 3
## 95 Radiology 3
## 3 2NTA 2
## 9 3NTD 2
## 28 4W 2
## 42 6SOU 2
## 43 6ST 2
## 55 DOD PHR 2
## 62 HO 2
## 70 NE 2
## 78 NICUE 2
## 85 Outside Caller 2
## 98 Recov 2
## 4 2NTB 1
## 5 2NTW 1
## 6 2STC 1
## 10 3NTE 1
## 15 3STE 1
## 16 3STU 1
## 21 4NT 1
## 27 4STC 1
## 29 5EA 1
## 31 5NCR 1
## 37 5S 1
## 39 6NOR 1
## 40 6PAV 1
## 41 6PSU 1
## 44 6STA 1
## 45 6STN 1
## 46 Aaronl Didson 1
## 47 Alliant 1
## 48 BMT 1
## 51 Cliff 1
## 52 CPhT 1
## 54 Desktop team 1
## 56 DOD RPh 1
## 58 ED Intern 1
## 59 EMU 1
## 60 ER 1
## 63 Hosptist 1
## 64 ICU 1
## 65 Infect Desd 1
## 66 IR 1
## 68 MIR 1
## 69 MRI 1
## 71 NEU 1
## 73 NIA 1
## 74 NICD 1
## 75 NICE 1
## 79 NIU 1
## 80 NUC 1
## 81 Nutrition 1
## 83 OR 1
## 84 Outside caller 1
## 87 PhPt PHR 1
## 90 PKU 1
## 91 PRRPH 1
## 92 Psych 1
## 93 PSYCH 1
## 94 PT 1
## 96 RCU 1
## 97 RECCV 1
## 100 RPH 1
## 101 SN 1
## 102 SPA 1
## 104 Surgery 1
## 105 Sylnal PI 1
## 106 TCU 1
## 107 Therissa 1
## 108 Tuch IV Room 1
## 109 UBT 1
## 110 UCC 1DURATION SPENT ON EACH CALL
We can observe that majority of the calls (922) of 1330 approx. 70% calls were answered in 0-1 Min
## Warning in `[<-.factor`(`*tmp*`, iseq, value = c("Missing", "Missing",
## "Missing", : invalid factor level, NA generated