Last week I had my hearing checked as part of my routine medical checkup. My doctor had referred me to an audiologist, and his office called to make an appointment for me. This was my first visit to this office, and I used my car navigation system to guide me and found the office without a problem.

However, when I checked in, I found they had no record of my appointment. I confirmed the address; it was correct. This was not an uncommon information quality problem – an appointment mix-up. I started my stopwatch that I use to measure wasted time due to nonquality information. The receptionist conferred with the audiologist about the problem. Six minutes and 23 seconds later, they came out to notify me that they found "the problem." The receptionist who received the call from my doctor and actually booked my appointment was in a sister clinic. (The booking ID was important to identify who was involved in the transaction. However, remember that knowing who performed the process is not to assign blame, but to help analyze the root cause.) Apparently, she had entered a valid but incorrect clinic ID. I was, in fact, at the right clinic (clinic ID 3599), but the number keyed in for my appointment (clinic ID 3596) was for a different clinic.

Register or login for access to this item and much more

All Information Management content is archived after seven days.

Community members receive:
  • All recent and archived articles
  • Conference offers and updates
  • A full menu of enewsletter options
  • Web seminars, white papers, ebooks

Don't have an account? Register for Free Unlimited Access