After launching, Freeman Health System’s One Call Patient Access Initiative eight days ago, refinement efforts are now underway.

One Call is a centralized scheduling and call center model designed to simplify how patients, providers, and community partners connect with Freeman services.

Over the past week, Freeman has received feedback from patients regarding longer-than-expected wait times and call routing challenges experienced by a small percentage of patients. To address those concerns, Freeman officials listened, acknowledged them, and are now actively improving the process, ensuring patients can access care as efficiently as possible.

In the past week, Freeman teams have reviewed overall system performance, routing patterns, call volumes, and staffing levels to understand and identify opportunities for improvement. Ultimately, the goal is to ensure One Call meets the needs of Freeman’s patients, providers, and community partners across the system’s service area.

Serving patients throughout the Joplin and Neosho communities, One Call creates a single point of contact for appointment scheduling, referral coordination, and access to services systemwide. Once fully operational, the new model simplifies access to healthcare by reducing the need to navigate multiple phone numbers, departments, and scheduling processes.

At Freeman Health System, One Call is committed to providing exceptional customer services, accurate scheduling, and support. The goal is to improve access to care and make it as convenient as possible for patients to connect with services.