Some time ago, for our evening clinic (visits after 5:30pm) we explored the idea of providing telephone visits as an alternative to a face-to-face visit to patients to improve service. We felt that this would be a more convenient alternative for the patient to get their medical needs met without having to come in. Attached is about 6 months worth of visits, which includes the telephone encounters. After we implemented the program, we wanted to use the visit data to determine how to staff for the evening appointments and evaluate the effectiveness of the program.

Please use this data to determine the effectiveness of the program by answering the following business questions:

* How many physicians would you need to staff the after-hours (appointments after 5:30pm) telephone clinic? Assume, that 1 physician can see 4 telephone visits per hour.

* How effective are the Telephone Appointments during after-hours (appointments after 5:30pm)? An effective telephone appointment is one where there are no follow-up appointments to the call within the following 7 days

* Based on the available data, what suggestions would you have to improve the effectiveness of the telephone appointments (reduce the number of telephone appointments needing a follow-up appointment within 7 days)?

Use the Excel File attached to complete and directory for terminology.

Appointment Data - Data Dictionary Field FACILITY Description Abbreviation for where the appointment took place DEPARTMENT Abbreviation for the department where the appointment took place PROVIDER_ID Identifier for the Physician who saw or provided advice to the patient APPOINTMENT_DATE Date the appointment was scheduled to take place APPOINTMENT_TIME Time the appointment was scheduled to take place PATIENT_ID Identifier for the Patient who had the scheduled appointment APPOINTMENT_TYPE Type of appointment that was scheduled. Only two values: Telephone Visit In-Person Visit BOOKING_DATE Date the scheduled appointment was booked BOOKING_TIME Time the scheduled appointment was booked SHOW_CODE Indicator of whether the patient showed up for the appointment: N/P - Patient did not show up for the scheduled appointment; Note - Check-In Date and Check-In Time will be null Y - Patient appeared for the scheduled appointment CHECKIN_DATE Date the patient was registered for the appointment CHECKIN_TIME Time the patient was registered for the appointment FACILITY SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH DEPARTMENT MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED PROVIDER_ID 01571160 01571160 28685352 39560883 04621300 79864737 06746370 75892827 75892827 75892827 75892827 32813143 28685352 48859704 22292052 56988725 32171733 32171733 68805846 75913877 31082303 32171733 32171733 44225744 99042389 85486448 04915490 83538338 33044243 07955370 88807508 88807508 56988725 41296694 79864737 16236031 12801161 97854849 21115592 26578382 26578382 85442948 97854849 37886323 37886323 97854849 68196216 68196216 88862818 92430939 01571160 88862818 52147405 80207838 94759599 75892827 04915490 23750102 56988725 57025795 12801161 12801161 06746370 85486448 00927560 97854849 97854849 32396433 50227155 29085752 29085752 75892827 APPOINTMENT_DATE 31-Mar-10 13-May-10 29-Mar-10 21-Jan-10 02-Feb-10 02-Feb-10 08-Mar-10 07-Dec-09 05-May-10 24-May-10 02-Jun-10 08-Dec-09 28-May-10 29-Dec-09 03-Dec-09 06-Jan-10 10-Mar-10 23-Apr-10 31-Mar-10 13-Jan-10 02-Mar-10 20-Jan-10 10-Mar-10 11-Feb-10 15-Apr-10 18-May-10 06-May-10 03-May-10 07-Jun-10 25-Feb-10 11-Jan-10 12-Mar-10 09-Dec-09 04-Apr-10 03-Apr-10 03-Apr-10 06-May-10 21-May-10 07-Jun-10 16-Apr-10 08-Jun-10 19-Apr-10 03-Feb-10 12-Jan-10 07-Jun-10 20-Apr-10 26-Feb-10 26-Mar-10 03-Dec-09 06-May-10 11-Jun-10 30-Mar-10 06-May-10 20-Feb-10 24-Jan-10 16-Jan-10 04-Feb-10 28-Apr-10 19-Jan-10 12-Feb-10 22-Dec-09 23-Dec-09 20-Jan-10 12-Feb-10 07-Jan-10 28-Apr-10 03-Jun-10 05-Jun-10 05-Jun-10 01-Feb-10 02-Feb-10 12-Dec-09 APPOINTMENT_TIME PATIENT_ID 11:35 00000126 13:50 00000126 10:30 00000126 11:40 00000605 13:30 00000687 18:15 00000687 8:50 00000703 14:10 00000820 15:30 00000820 15:10 00000820 13:50 00000820 8:20 00001305 11:15 00001317 8:30 00001317 9:40 00010126 14:15 00010126 13:30 00010132 13:50 00010132 18:00 00010250 10:30 00010463 15:00 00010653 15:50 00020132 15:30 00020132 10:30 00020507 15:10 00021084 8:45 00021084 10:00 00021286 14:30 00021286 8:20 00021364 8:00 00021369 10:00 00030126 12:00 00030126 15:00 00030126 14:45 00030297 15:10 00031100 16:15 00031100 19:30 00031319 11:10 00031319 15:10 00031319 13:50 00031319 13:50 00031319 14:10 00040415 9:30 00040801 10:00 00041157 10:20 00041157 19:00 00041328 10:50 00050615 11:10 00050615 14:10 00050649 18:50 00051101 18:00 00051101 18:00 00051101 19:00 00051101 14:10 00051101 14:00 00051101 15:15 00051323 13:50 00060132 13:50 00060143 12:00 00060477 9:20 00060942 14:50 00060969 15:10 00060969 15:50 00061054 15:45 00061054 16:10 00061369 14:10 00070057 14:50 00070057 16:10 00070057 19:15 00070057 10:00 00070137 14:00 00070137 17:10 00070148 APPOINTMENT_TYPE In-Person Visit In-Person Visit In-Person Visit In-Person Visit Telephone Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit Telephone Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit Telephone Visit In-Person Visit In-Person Visit In-Person Visit Telephone Visit Telephone Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit Telephone Visit In-Person Visit In-Person Visit In-Person Visit Telephone Visit BOOKING_DATE 31-Mar-10 10-May-10 29-Mar-10 15-Jan-10 02-Feb-10 02-Feb-10 23-Feb-10 15-Nov-09 03-Apr-10 20-May-10 24-May-10 03-Dec-09 28-May-10 22-Dec-09 01-Dec-09 16-Dec-09 03-Feb-10 10-Mar-10 31-Mar-10 06-Jan-10 02-Mar-10 02-Dec-09 08-Mar-10 03-Feb-10 13-Apr-10 17-May-10 06-May-10 02-May-10 02-Jun-10 24-Feb-10 27-Dec-09 12-Mar-10 08-Dec-09 04-Apr-10 03-Apr-10 03-Apr-10 06-May-10 21-May-10 07-Jun-10 12-Apr-10 06-Jun-10 19-Apr-10 02-Feb-10 11-Jan-10 07-Jun-10 20-Apr-10 25-Feb-10 25-Mar-10 13-Nov-09 06-May-10 11-Jun-10 30-Mar-10 06-May-10 20-Feb-10 24-Jan-10 16-Jan-10 01-Feb-10 19-Apr-10 30-Dec-09 11-Feb-10 21-Dec-09 16-Dec-09 20-Jan-10 12-Feb-10 07-Jan-10 28-Apr-10 02-Jun-10 05-Jun-10 05-Jun-10 28-Jan-10 02-Feb-10 12-Dec-09 BOOKING_TIME 9:37 Y 11:00 Y 9:26 Y 13:31 Y 10:20 N 16:44 N 12:44 Y 16:33 Y 10:12 Y 13:39 Y 15:32 Y 13:07 Y 8:48 Y 17:06 Y 16:04 Y 14:23 Y 11:07 Y 13:49 Y 17:00 Y 12:17 Y 10:38 Y 14:15 Y 11:17 Y 14:46 Y 10:53 Y 20:46 Y 8:41 Y 22:57 Y 10:28 Y 13:39 Y 20:15 Y 10:07 Y 13:42 Y 13:45 Y 12:27 Y 14:56 Y 19:22 Y 11:03 Y 14:27 Y 14:54 Y 21:26 N 12:30 Y 17:18 Y 8:40 Y 9:17 Y 17:25 Y 10:10 Y 14:53 Y 16:59 Y 17:50 Y 16:46 Y 15:35 Y 18:09 N 10:20 Y 11:17 Y 12:54 Y 20:14 Y 15:15 Y 13:45 Y 7:07 Y 11:25 Y 15:36 N 11:58 Y 14:48 Y 10:17 Y 13:03 Y 14:22 Y 12:28 Y 15:30 Y 10:34 N 9:55 Y 14:01 N SHOW_CODE CHECKIN_DATE 31-Mar-10 13-May-10 29-Mar-10 21-Jan-10 CHECKIN_TIME 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 08-Mar-10 07-Dec-09 05-May-10 24-May-10 02-Jun-10 08-Dec-09 28-May-10 29-Dec-09 03-Dec-09 06-Jan-10 10-Mar-10 23-Apr-10 31-Mar-10 13-Jan-10 02-Mar-10 20-Jan-10 10-Mar-10 11-Feb-10 15-Apr-10 18-May-10 06-May-10 03-May-10 07-Jun-10 25-Feb-10 11-Jan-10 12-Mar-10 09-Dec-09 04-Apr-10 03-Apr-10 03-Apr-10 06-May-10 21-May-10 07-Jun-10 16-Apr-10 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 19-Apr-10 03-Feb-10 12-Jan-10 07-Jun-10 20-Apr-10 26-Feb-10 26-Mar-10 03-Dec-09 06-May-10 11-Jun-10 30-Mar-10 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 20-Feb-10 24-Jan-10 16-Jan-10 04-Feb-10 28-Apr-10 19-Jan-10 12-Feb-10 22-Dec-09 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 20-Jan-10 12-Feb-10 07-Jan-10 28-Apr-10 03-Jun-10 05-Jun-10 05-Jun-10 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 02-Feb-10 30-Dec-99 SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED 00729290 75892827 16236031 33499633 57025795 88862818 49027714 00927560 49027714 47510814 04915490 04915490 65279356 65279356 47510814 21115592 33658903 26578382 26578382 22292052 52147405 52147405 47510814 75892827 22292052 68805846 68805846 68805846 52147405 33044243 48859704 69941846 32813143 32813143 32813143 46301464 31082303 22764222 79864737 39655693 80069968 80069968 85442948 85442948 39560883 39560883 79864737 21115592 78380377 80069968 42448044 28685352 91668939 91668939 91668939 91668939 74778987 74778987 16236031 59874975 64873696 63190596 38782013 57772125 05783730 89114618 89114618 89114618 89114618 79864737 97365139 97365139 97365139 97365139 15-Feb-10 04-Dec-09 03-Feb-10 12-Jan-10 07-May-10 10-Feb-10 03-Jun-10 14-Dec-09 28-Jan-10 11-Dec-09 14-May-10 04-Jun-10 27-Apr-10 11-May-10 22-Mar-10 21-Mar-10 05-May-10 10-Dec-09 06-May-10 03-Jun-10 24-Jan-10 14-May-10 21-May-10 28-Apr-10 12-May-10 26-Feb-10 05-Mar-10 30-Apr-10 28-Jan-10 14-May-10 26-Feb-10 05-Feb-10 05-Feb-10 07-Apr-10 26-Apr-10 28-Mar-10 11-Apr-10 17-Apr-10 03-Jan-10 24-May-10 08-Jan-10 27-Apr-10 17-May-10 03-Jun-10 03-Mar-10 12-May-10 15-May-10 17-May-10 17-May-10 25-May-10 18-Dec-09 22-Jan-10 13-Jan-10 21-Jan-10 01-Feb-10 12-May-10 19-Apr-10 19-Apr-10 28-Feb-10 10-Jun-10 21-Mar-10 17-May-10 18-Mar-10 06-May-10 04-Feb-10 19-Mar-10 22-Mar-10 31-Mar-10 19-Apr-10 07-Feb-10 08-Dec-09 14-Jan-10 19-Jan-10 04-Jun-10 11:30 00070450 13:50 00070472 15:50 00070526 16:10 00070526 13:50 00071240 10:40 00071372 15:05 00080137 8:20 00080143 8:20 00080207 14:30 00080455 9:40 00080540 11:00 00080540 14:30 00080545 10:30 00080545 8:00 00080905 14:40 00080905 11:10 00080969 10:30 00081295 10:30 00081295 9:00 00090143 10:10 00090144 14:50 00090144 11:20 00090766 13:50 00090914 13:50 00091059 9:20 00091148 9:30 00091148 11:00 00091148 8:00 00091192 10:20 00100467 15:10 00100520 14:10 00100729 16:30 00100978 16:45 00100978 16:10 00100978 10:10 00101005 9:40 00101005 11:15 00101005 14:20 00101005 17:50 00101005 14:10 00101185 9:10 00101185 14:50 00101321 14:30 00101321 14:30 00110374 13:30 00110374 12:00 00110374 13:50 00110597 18:30 00110597 15:30 00111142 8:40 00111294 16:45 00111367 9:30 00111367 14:50 00111367 8:30 00111367 14:50 00111367 8:30 00111367 10:00 00111367 12:00 00120057 13:30 00120737 11:00 00130521 14:00 00130521 17:50 00130521 19:00 00130521 15:30 00130521 9:40 00130521 15:10 00130521 11:30 00130521 8:00 00130521 9:50 00130521 16:50 00130521 8:01 00130521 9:30 00130521 16:50 00130521 In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit Telephone Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit Telephone Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit Telephone Visit Telephone Visit In-Person Visit Telephone Visit Telephone Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit Telephone Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit Telephone Visit Telephone Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit Telephone Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit 15-Feb-10 25-Nov-09 03-Feb-10 12-Jan-10 05-May-10 08-Feb-10 03-Jun-10 14-Dec-09 25-Jan-10 03-Dec-09 12-May-10 02-Jun-10 27-Apr-10 27-Apr-10 21-Mar-10 21-Mar-10 04-May-10 08-Dec-09 03-May-10 18-May-10 24-Jan-10 13-May-10 21-May-10 14-Apr-10 10-May-10 23-Feb-10 26-Feb-10 28-Apr-10 26-Jan-10 09-May-10 22-Feb-10 02-Feb-10 05-Feb-10 07-Apr-10 26-Apr-10 28-Mar-10 10-Apr-10 17-Apr-10 03-Jan-10 24-May-10 08-Jan-10 26-Apr-10 13-May-10 02-Jun-10 28-Feb-10 11-May-10 15-May-10 17-May-10 17-May-10 19-May-10 14-Dec-09 22-Jan-10 11-Jan-10 21-Jan-10 01-Feb-10 11-May-10 15-Apr-10 15-Apr-10 28-Feb-10 10-Jun-10 21-Mar-10 17-May-10 18-Mar-10 06-May-10 04-Feb-10 18-Mar-10 22-Mar-10 31-Mar-10 19-Apr-10 06-Feb-10 08-Dec-09 08-Jan-10 19-Jan-10 03-Jun-10 10:21 Y 16:00 Y 11:53 Y 10:25 Y 17:25 Y 17:37 Y 12:19 Y 6:09 Y 8:33 Y 18:13 Y 14:55 Y 9:41 N 12:38 Y 15:16 Y 14:55 N 11:30 Y 15:47 Y 8:58 Y 17:14 Y 12:48 Y 0:22 Y 8:17 Y 10:31 Y 17:06 Y 23:06 Y 11:18 Y 9:51 Y 22:11 Y 21:52 Y 22:03 N 14:52 Y 16:47 Y 11:08 Y 15:34 Y 15:20 Y 7:53 Y 21:43 Y 6:42 Y 10:23 Y 17:05 Y 9:39 Y 7:11 Y 23:18 Y 12:21 Y 9:30 Y 19:46 Y 10:43 Y 9:51 Y 16:23 Y 23:58 Y 9:00 Y 15:54 Y 12:31 Y 12:37 Y 7:31 Y 9:11 N 15:07 N 15:08 N 9:13 Y 10:08 Y 9:29 Y 8:58 Y 16:45 Y 17:59 Y 8:09 Y 18:37 Y 9:39 Y 10:05 Y 7:34 Y 20:59 Y 10:36 Y 11:21 N 9:01 Y 14:29 Y 15-Feb-10 04-Dec-09 03-Feb-10 12-Jan-10 07-May-10 10-Feb-10 03-Jun-10 14-Dec-09 28-Jan-10 11-Dec-09 14-May-10 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 27-Apr-10 11-May-10 30-Dec-99 30-Dec-99 21-Mar-10 05-May-10 10-Dec-09 06-May-10 03-Jun-10 24-Jan-10 14-May-10 21-May-10 28-Apr-10 12-May-10 26-Feb-10 05-Mar-10 30-Apr-10 28-Jan-10 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 26-Feb-10 05-Feb-10 05-Feb-10 07-Apr-10 26-Apr-10 28-Mar-10 11-Apr-10 17-Apr-10 03-Jan-10 24-May-10 08-Jan-10 27-Apr-10 17-May-10 03-Jun-10 03-Mar-10 12-May-10 15-May-10 17-May-10 17-May-10 25-May-10 18-Dec-09 22-Jan-10 13-Jan-10 21-Jan-10 01-Feb-10 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 28-Feb-10 10-Jun-10 21-Mar-10 17-May-10 18-Mar-10 06-May-10 04-Feb-10 19-Mar-10 22-Mar-10 31-Mar-10 19-Apr-10 07-Feb-10 08-Dec-09 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 19-Jan-10 04-Jun-10 30-Dec-99 30-Dec-99 SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH SCH MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED MED 28685352 57025795 99106589 26578382 26578382 07709710 16236031 16236031 23750102 31082303 31082303 52517545 63736116 63736116 79864737 97854849 75913877 28685352 29-Mar-10 03-Mar-10 17-Jan-10 18-Mar-10 03-Jun-10 04-Jan-10 25-Mar-10 26-Apr-10 06-Jun-10 03-Mar-10 13-Apr-10 11-Dec-09 18-Mar-10 04-May-10 24-Apr-10 14-Apr-10 11-Mar-10 19-Mar-10 15:15 00130521 14:30 00130521 18:15 00130521 20:15 00130521 15:10 00130521 8:45 00130521 10:50 00130560 9:50 00130560 11:50 00130683 14:00 00130683 10:45 00130683 8:50 00130892 16:10 00131026 11:10 00131026 9:50 00131088 9:30 00131301 11:10 00131369 15:45 00140892 In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit Telephone Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit In-Person Visit Telephone Visit In-Person Visit In-Person Visit In-Person Visit 29-Mar-10 03-Mar-10 17-Jan-10 18-Mar-10 03-Jun-10 04-Jan-10 20-Mar-10 26-Apr-10 06-Jun-10 03-Mar-10 12-Apr-10 11-Dec-09 01-Mar-10 04-May-10 24-Apr-10 01-Apr-10 02-Mar-10 19-Mar-10 12:05 Y 13:03 N 16:47 Y 19:41 Y 14:09 Y 7:56 Y 10:08 Y 8:52 Y 9:40 Y 9:30 Y 8:20 Y 8:06 Y 13:12 Y 8:18 Y 6:48 Y 20:34 Y 11:32 Y 14:05 Y 29-Mar-10 30-Dec-99 17-Jan-10 18-Mar-10 03-Jun-10 04-Jan-10 25-Mar-10 26-Apr-10 06-Jun-10 03-Mar-10 13-Apr-10 11-Dec-09 18-Mar-10 04-May-10 24-Apr-10 14-Apr-10 11-Mar-10 19-Mar-10 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99 30-Dec-99