Baptist Health Line wins ICARE award
For more than a decade, callers have asked for medical advice and tips from nurses at Baptist Health Line, Western Baptist Hospital’s 24-hour free call center. Recently, the staff received a different type of call— notification of a top national service award.
Baptist Health Line was awarded McKesson Corp.’s Gold Award for exemplifying five core standards, known collectively as ICARE, an acronym for Integrity, Customer-First, Accountability, Respect and Excellence. The award was for the call center’s work with the hospital’s Chest Pain Hotline marketing program in 2006.
Baptist Health Line Program Manager Marchita Sutton, R.N., said the department’s call volume increased more than 30 percent over the previous year after a campaign centered around this message:
“Heartburn or heart attack? That can be a tough call. Here’s an easy one: 1-800-575-1911.”
People were encouraged to phone the hotline if they experienced chest discomfort to discuss with a nurse the likelihood that they could be having a heart attack and should seek emergency treatment.
The campaign increased community education and health awareness, Sutton said, as well as saved the lives of callers complaining of chest pain.
“As a result of nurses’ quick action and prompt medical attention,” she said, “cardiac patients received appropriate treatment and life-saving interventions.”
As Western Baptist prepared to open its $20 million Baptist Heart Center in June 2007, part of the marketing strategy involved the call center’s Chest Pain Hotline, including a direct mail magnet piece which received a Merit Award at the 24th Annual Healthcare Advertising Awards. The hotline also was featured in HealthSource, the hospital’s quarterly health magazine, and HealthBreak, a weekly 90-second spot on Paducah’s NBC affiliate and area radio stations.
The ICARE award recognized the campaign’s results of increased product recognition, market share and revenue.
Baptist Health Line has been a service of Western Baptist Hospital since 1996.
People may speak to a nurse 24 hours a day about general medical questions at (270) 575-2918 or on the toll-free hotline to discuss chest pain and stroke symptoms at 1-800-575-1911.