Data Mapping

A Call Management system was purchased which was installed with a limited number of pre-defined reports. The vendor provided no ongoing reporting resource.

Operational reports were required from the system, which were not obtainable from one of the pre-defined generic reports. Thousands of data items were input into the system each week by the Call Centre clinical team, but there was no way of extracting the relevant information required by the business area. Consequently the data required for operational reports was being manually captured by each team member and collated by the service manager.

Additionally, no data validation / accuracy checks were being performed. Data was being input inconsistently as there were no feedback mechanisms to illustrate the errors and the impact on the overall data quality.

We analysed the structure of the database and documented the key tables that needed to be queried in order to generate meaningful management reports.

Data quality checks were performed and issues were illustrated to the team. Modifications were made to both the database reference tables and the processes used.

New reports were created to provide management information and to ensure the data quality was closely monitored.