FEATURED TEAM: Oncology, Redwood City Medical Center Taking all calls WHAT THEY DO: To boost its low phone service scores, team members: RESULTS: MPS scores for overall phone service increased 26.8 percentage points over the last year. Route calls from call center directly to the department. Wear wireless headsets so staff can answer calls while away from the main phones. Installed a new voicemail system for the department. Medical assistants review and return calls hourly. Corrected phone number listing in the Patient Member Handbook. Read more about the teams work and other successful practices on the Labor Management website, www.LMPartnership.org.