Wednesday, May 17, 2000
Doctors' group polishes its image
UC Physicians hires more staff, plans expansion
By Tim Bonfield
The Cincinnati Enquirer
Be it hiring more staff to answer phones faster or reminding health plans that many patients don't need to leave town to get expert care, UC Physicians claims it has started to reverse its arrogant reputation.
Response to criticism
UC Physicians includes more than 450 doctors from a range of specialties who also serve as faculty for the University of Cincinnati College of Medicine.
The group has reorganized in recent years and has taken several steps to respond to criticisms received a year ago from patients, community doctors and others, said Dr. John Gillespie, marketing director.
Among them:
Launching plans to build a large medical office in Butler County to make specialty services more convenient to suburban residents. The group is still negotiating to buy land at an undisclosed location. If the deal closes as hoped, work on a yearlong construction project could start in fall.
Meeting with local managed-care health plans to inform them about specialty services available here. While the group could not provide figures, several health plans appear more willing to work with local experts rather than shipping patients out of town, Dr. Gillespie said.
Hiring another full-time office staff member for its obstetrics and gynecology group. As a result, people who once sat on hold for an average exceeding two minutes now wait an average of about 30 seconds. Abandoned calls (people on hold who hang up in frustration) have dropped to near zero.
Renovating the lobby of the UC Medical Arts Building in Corryville to make it easier for patients to find their way around.
Addressing concerns from some doctors who contended the specialty group was stealing their patients, which has resulted in increased local referrals.
Billings increase
As a result of these and other efforts, business has improved. Dr. Gillespie projected gross billings for UC Physicians will be up 18 percent for fiscal 2000 (ending June 30) compared to the year before.
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