The Kaiser Permanente Northern California Appointment and Advice Call Center (AACC) is celebrating 25 years. The call center, which bridges the relationship between patients and their primary care physicians through convenient access to medical services and information, reports more than 1 million calls a month.
“During the last 25 years we have elevated the Appointment and Advice Call Center to a full care delivery system,” said Nancy Goler, MD, associate executive director of the AACC. “The patient is always first.”
Watch this video that explores the call center’s genesis, its innovation of care delivery using technology, and how it has grown to a full care delivery system.