Voice over Internet Protocol (VoIP) in the Emergency Department (ED): A Process Innovation

The purpose of this research in progress is to empirically test whether VoIP communications in the ED decrease the overall time it takes to see and treat a patient. We are reengineering the business process of Disposition Communication. Business Process Reengineering or Redesign (BPR) literature suggests that redesign projects involving IT do not usually deliver successful results (Mitchell and Zmud, 1999). CacciaBava et al. (2005) suggest that there adding value and technology fit are two often neglected, yet very important factors that healthcare leaders must address when streamlining a process. These two factors relate directly to the process redesign and information technology elements in Mitchell and Zmud’s model. We use a single group experimental design (pre-treatment, treatment, post-treatment) and t-tests to evaluate differences in time data relating to the Disposition Communication Event. We manipulate the method in which doctors communicate and test for decreases in time and increases in throughput.