Category Archives: Issues

Table of Contents by Issue

The October/November 2018 Issue of AnswerStat

Read the October issue of AnswerStat, the information hub for healthcare contact centers.



Feature Content:

5 Call Center Improvements Patients Say Would Improve Healthcare Experiences, by Allison Hart
Healthcare organizations put a lot of time and resources into designing top-notch patient experiences. It makes sense to have call center optimization be part of those efforts.… read more >>

Vital Signs: Call Center Lessons from a Walk-In Healthcare Clinic, by Peter Lyle DeHaan, PhD
Apply these observations of a healthcare clinic to make your medical contact center a shining example of success that your callers and patients appreciate.… read more >>

Vendor Spotlight on TeamHealth Medical Call Center
With twenty-two years of experience and eleven million triage calls, TeamHealth Medical Call Center can serve a vital role in patient care coordination efforts.… read more >>

Guest Column: How Call Centers Can Support VA Healthcare, by Bronson Tang
The focus of healthcare organization staff is to collect the necessary information and improve patient satisfaction. A call center is an excellent way to handle this.… read more >>

Plan to Make Next Year Your Best Year Yet, by Janet Livingston
Now is the time to plan for your call center’s long-term well-being. Don’t leave this to chance. Begin planning now to make next year your call center’s best year yet.… read more >>

What Does an Optimal Customer Experience with a Call Center Look Like? by Daymon Smith
Healthcare organizations need to incorporate modern marketing technology and comprehensive training into their call center strategies.… read more >>

Ten years ago: Elements of Staffing the Inbound Call Center, by Ellis Smith
The most critical job of a call center manager is having the right number of people on the phone at the right time to maximize call center performance.… read more >>

Industry News:

        

Call4Health      TriageLogic

1Call      Startel

TeamHealth Medical Call Center      Ambs Call Center

AAACN       Citra Health Solutions

Call Center Sales Pro, providing proven healthcare call center solutions      Pulsar360


About AnswerStat
AnswerStat is the information hub for healthcare contact center news and resources, published specifically for hospital and medical contact centers and distributed free to qualified readers, decision makers, and influencers at hospitals and healthcare contact centers worldwide.

For more information, email Peter DeHaan.

The August/September 2018 Issue of AnswerStat

Read the August issue of AnswerStat, the information hub for healthcare contact centers.



Feature Content:

August 2018-Peer ReviewUtilizing Peer Review to Minimize Risk in a Medical Call Center, by Mark Dwyer
Following a nurse peer review process enables the medical call center to minimize its overall risk…. read more >>

Vital Signs: A Brand is Only as Good as the Company and Staff Behind It, by Peter Lyle DeHaan, PhD
Though rebranding offers excitement and commands attention, don’t pursue it until you’ve addressed the service behind your brand and the staff who provide it.… read more >>

Vendor Spotlight on Pulsar360
Pulsar360, Inc. is one of the oldest VoIP service companies in the United States and Canada and an early proponent of cloud technology for the communications industry.… read more >>

Guest Column: Why Hackers Target Your Medical Records Instead of Your Credit Cards, by Nicole Limpert
Cyber criminals increasingly target electronic protected health information (ePHI) because hackers can get a premium price for this personal information on the dark web.… read more >>

Four Steps to Minimize Risk in a Healthcare Call Center, by Janet Livingston
Follow these four tips to help ensure your operation functions as it should and provides the high-quality service callers expect.… read more >>

Three Tactics for Transforming a Call Center into a Care Center, by Gina Tabone
We need to develop training that helps call center caregivers convey interest, concern, and competency to callers. Here are three suggestions to begin the transformation of a call center team.… read more >>

Seven Tips to Minimize Risk and Improve the Patient Experience, by Bronson Tang
The medical call center is a crucial component within healthcare to improve the patient experience, while minimizing risks…. read more >>

Ten years ago: Using IVR to Improve Post-Discharge Patient Care, by Gary Hannah
An array of IVR options exist with a range of prices. A healthy, due diligence process will help to find the right solution for every environment and telephone triage model.… read more >>

Industry News:

        

Call4Health      TriageLogic

1Call      Startel

TeamHealth Medical Call Center      Ambs Call Center

AAACN       Citra Health Solutions

Call Center Sales Pro, providing proven healthcare call center solutions      Pulsar360


About AnswerStat
AnswerStat is the information hub for healthcare contact center news and resources, published specifically for hospital and medical contact centers and distributed free to qualified readers, decision makers, and influencers at hospitals and healthcare contact centers worldwide.

For more information, email Peter DeHaan.

The June/July 2018 Issue of AnswerStat

Read the June issue of AnswerStat, the information hub for healthcare contact centers.



Feature Content:

June 2018Shift from Transactions to Amazing First Experiences, by Richard D. Stier, MBA
We must shift from processing transactions to delivering consistent, compassionate first experiences that earn trust. This is a hallmark of quality and the access to optimal health.… read more >>

Vital Signs: Develop an Ideal Agent Schedule to Maximize Call Center Efficiency and Effectiveness, by Peter Lyle DeHaan, PhD
Finding your ideal agent schedule is part art and part science. It’s a time-consuming task, but the results of having an ideally staffed call center are worth the effort. read more >>

Vendor Spotlight on 1Call, A Division of Amtelco
As technology continues to evolve and as customers have new communication challenges, 1Call and Amtelco will continue to develop new innovative solutions.… read more >>

Guest Column: Reduce Physician Burnout with Telephone Triage Nurses, by Dr. Ravi Raheja
There’s no single solution to eliminate physician burnout. Providing work-life balance education and offering stress management assistance helps. Additionally, telephone nurse triage provides a flexibility that allows physicians to create a better work-life balance and avoid burn-out.… read more >>

A Simple Solution to Enhance the Insurance Call Center Customer Experience, by Mark Nathan
Call your health insurance company: you’ll encounter long hold times and endless apologies from reps, who can’t find the information you need. This is the norm for health insurance call centers, but there’s a simple solution… read more >>

Why Telephone Triage Nurses are a Perfect Complement to Telemedicine, by Charu Raheja, Ph.D.
Telephone nurse triage allows a practice’s telemedicine program to work seamlessly, whether the office is open or closed. Using standardized protocols to answer patient questions increases a practice’s productivity and profits.… read more >>

Ten years ago: Breaking the Mold, by Kelly L. Weber
Healthcare call center management focuses on several key factors: efficiency, customer service, and marketing opportunities. But in today’s reality of stiffer healthcare competition and lower reimbursement, there is urgency for us to break the mold.… read more >>

Industry News:

        

Call4Health      TriageLogic

1Call      Startel

TeamHealth Medical Call Center      Ambs Call Center

AAACN       Citra Health Solutions

Call Center Sales Pro, providing proven healthcare call center solutions      Pulsar360


About AnswerStat
AnswerStat is the information hub for healthcare contact center news and resources, published specifically for hospital and medical contact centers and distributed free to qualified readers, decision makers, and influencers at hospitals and healthcare contact centers worldwide.

For more information, email Peter DeHaan.

The April/May 2018 Issue of AnswerStat

Read the April issue of AnswerStat, the information hub for healthcare contact centers.



Feature Content:

When Patient Satisfaction Matters, Consider Contact Center ImprovementsWhen Patient Satisfaction Matters, Consider Contact Center Improvements, by Allison Hart
A call to a hospital’s contact center is sometimes a patient’s first contact with the organization. Investing in contact center optimization is a must for creating a welcoming and satisfactory first impression. Even for patients who are not new to an organization, a hassle-free experience is appreciated… read more >>

Vital Signs: Is Your Call Center a Profit Center or a Cost Center? by Peter Lyle DeHaan, PhD
Even if your call center doesn’t directly handle sales or take phone orders, you can still work to establish yourself as a profit center. It just takes a bit more effort… read more >>

Vendor Spotlight on TriageLogic
Using Data Analytics to Improve Value-Based Care
Providing a quality medical call center that patients can access 24/7 is a great first step in transitioning to value-based care. Providers and hospitals can then gather information from the patient callers to further improve their service while containing costs… read more >>

Guest Column: The Call Center: Coordinating Care and Managing Transitions, by Mark Dwyer
It’s critical that all aspects of the patient’s care be accessible by the call center nurse. A coordinated effort delivered by the call center can improve the coordination of care for numerous individuals while successfully reducing unnecessary costs tied to the delivery of multiple redundant programs… read more >>

Is BPO a Key Enabler in the Push for Better Patient Outcomes? by Anand Natampalli
Today, BPO partners take an active role in helping provider organizations manage change, internally and externally. This puts them in a better position to take advantage of the opportunities found by optimizing patient experience journeys… read more >>

Ten years ago: Increase Employee Retention: Give Them a Dose of Nurses’ Medicine, by LeAnn Thieman
Implementing these ten tips creates a “care plan” that does not coddle employees; instead, it strengthens and empowers them. This transcends to their work, which promotes a positive company culture, increased productivity, promotes creativity, inspires loyalty, and leads to a healthy bottom line… read more >>

Industry News:

        

Call4Health      TriageLogic

1Call      Startel

TeamHealth Medical Call Center      Ambs Call Center

AAACN       Citra Health Solutions

Call Center Sales Pro, providing proven healthcare call center solutions      Pulsar360


About AnswerStat
AnswerStat is the information hub for healthcare contact center news and resources, published specifically for hospital and medical contact centers and distributed free to qualified readers, decision makers, and influencers at hospitals and healthcare contact centers worldwide.

For more information, email Peter DeHaan.

The February/March 2018 Issue of AnswerStat

Read the February issue of AnswerStat, the information hub for healthcare contact centers.



Feature Content:

Telephone Triage Research: Right Staff, Right Stuff¸ by Sheila Quiler Wheeler
With telephone triage, the challenge is to get the patient to the right place, at the right time, for the right reason. This research on telephone triage decision-making safety and system research provides key insight into how to best accomplish these telephone triage goals… read more >>

Vital Signs: Voice AI in the Healthcare Call Center, by Peter Lyle DeHaan, PhD
With AI and machine learning, the potential exists for an intelligent interface to provide the conversational bridge between patients and triage protocols… read more >>

Vendor Spotlight on LVM Systems
LVM Systems Celebrates 30th Anniversary
Throughout LVM’s history, three critical components come to mind: providing comprehensive, efficient software; using recognized, quality clinical content; and building positive relationships with clients across all company departments…  read more >>

Guest Column: Answering Services Can Help Medical Clinics Do More for Less, by Janet Livingston
Answering services that integrate with clinics’ EMR systems and provide sophisticated smart phone integration distinguish themselves from other less-equipped providers… read more >>

Ten years ago: Pairing Nurse Triage with Medical Answering Service, by Ken Bleakley
After-hours telephone services for physicians must be able to address both administrative questions and clinical concerns from patients. Both physician and patient need to be confident that all inquiries will receive a prompt, caring, and authoritative response. This requires the deployment of two different skill sets: medical answering service and registered nurse triage… read more >>

Industry News:

LVM Systems       Ameridial

Call4Health      TriageLogic

1Call      Startel

TeamHealth Medical Call Center      Ambs Call Center

AAACN       Citra Health Solutions

Call Center Sales Pro, providing proven healthcare call center solutions      Pulsar360


About AnswerStat
AnswerStat is the information hub for healthcare contact center news and resources, published specifically for hospital and medical contact centers and distributed free to qualified readers, decision makers, and influencers at hospitals and healthcare contact centers worldwide.

For more information, email Peter DeHaan.

The December 2017/January 2018 Issue of AnswerStat

Read the December issue of AnswerStat, the information hub for healthcare contact centers.



Feature Content:

The December 2017/January 2018 Issue of AnswerStat2018 Annual AnswerStat Buyers Guide

Check out our healthcare call center vendors in our annual buyers guide. Joining them this year is our new sponsor, Call Center Sales Pro.  read more >>

  • 1Call, a Division of Amtelco
  • AAACN – American Academy of Ambulatory Care Nursing
  • Ambs Call Center
  • Ameridial, Inc
  • Call 4 Health
  • Call Center Sales Pro
  • Citra Health Solutions
  • Echo, a HealthStream Company
  • LVM Systems Inc
  • Professional Teledata
  • Startel Corporation
  • TeamHealth Medical Call Center
  • TriageLogic, LCC

Vital Signs: Prepare Now to Make Next Year a Great One, by Peter L DeHaan, PhD
Before we say goodbye to this year and welcome in the next, we should take time to envision what we want next year to be like, to plan and to prepare so that it’s a really great year. First, I recommend…  read more >>

Vendor Spotlight: Call Center Sales Pro Specializes in the Healthcare Niche
Call center experts help achieve results-driven outcomes for medical call centers
Often the telephone serves as a patient’s entry-point into a health system, preparing them to receive a lifetime of healthcare services. And Call Center Sales Pro is ready to help healthcare providers navigate this ever-evolving reality for their call center…  read more >>

Guest Column: From Efficiency to Experience: Three Major Benefits of a Medical Call Center Partnership, by Karen Brown
Organizational effectiveness is vital to the healthcare industry, which continues to experience increasing operating costs and smaller bottom lines. Medicare expansion and the ACA have contributed to significant…  read more >>

How to Make Your Telemedicine Services Successful, by Dr. Ravi Rajeha
Hospitals, specialty clinics, and other healthcare organizations are no longer leery of telemedicine and are in fact expanding to provide quality services and generate revenue. With this growth and success, there are many telemedicine options available… read more >>

Why, after 30 Years, I Still Look Forward to Going to Work, by Mark Dwyer
Reflecting on the past thirty plus years, I remain motivated knowing my efforts have positively affected millions of peoples’ lives worldwide. This is also true for many of you. Let me explain by sharing my personal experience… read more >>

Ten years ago: Be the Best of the Best, by Nancy Friedman, Telephone Doctor
Customer service is a hot topic. Pick up any ad for any industry and there’s probably a line of type or two of how well you’ll be treated. Usually the advertisement reads, “We’re the best,” or “Service is our middle name,” or something like that…  read more >>

Industry News:

LVM Systems      Ameridial

Call4Health     TriageLogic

1Call      Startel

Professional Teledata      TeamHealth Medical Call Center

Ambs Call Center      AAACN

Citra Health Solutions     Call Center Sales Pro, providing proven healthcare call center solutions


About AnswerStat
AnswerStat is the information hub for healthcare contact center news and resources, published specifically for hospital and medical contact centers and distributed free to qualified readers, decision makers, and influencers at hospitals and healthcare contact centers worldwide.

For more information, email Peter DeHaan.

The October/November 2017 Issue of AnswerStat

Read the October/November issue of AnswerStat, the information hub for healthcare contact centers.



Feature Content:

Video-Based Doctor Visits, by Mark DwyerVideo-based doctor visits have received renewed interest to address the shortages of primary care physicians nationwide; providing insurance to uninsured individuals was seen by many as a vital component of ACA; and the demand for healthcare has further increased due to our aging population, along with a declining supply of primary care physicians. What does this have to do with call centers? …read more >>

Vital Signs: It’s Hard to Plan When You Don’t Know What to Expect by Peter L DeHaan, PhD
Regardless of what you think about the Affordable Care Act (ACA), the fact that it’s future remains in limbo means that planning in the healthcare industry is challenging at best. …read more >>

Vendor Spotlight on TeamHealth Medical Call Center
The Need For Call Center Solutions Has Never Been Greater
TeamHealth Medical Call Center embraces partnerships with clients to provide individual service offerings, with measurable results, and develop long-term relationships. They seek to meet the needs of the changing healthcare industry while making the patient experience their primary focus. …read more >>

Guest Column: Why is Your Contact Center Essential to Your Organization? by Richard Stier
You are your health network’s senior leader for access with direct responsibility for the contact center. Your CEO asks. “We’re taking a hard look at the budget. Can you help me understand if, or why, the call center is vital to us? How would you respond? Three key criteria provide…read more >>

How Contact Centers Impact Patient Experience, by Donna Martin
As hospitals and healthcare organizations compete to gain and retain patients’ business, first impressions are critical. That’s why a modernized patient contact center is critical to differentiate your organization from the competition and prevent revenue leakage. …read more >>

Translation and Health Literacy In Telemedicine, by David Thompson, MD
“Fever” may sound different in other languages, but it means the same thing. Whether a patient says fever, fiebre, or fièvre, it’s the telehealth provider’s job to deliver the correct diagnosis and treatment. Language differences can add complexity to an already confusing situation for patients. Fortunately, healthcare professionals can…read more >>

Ten years ago: Email Protocol for the Call Center, by Dr. Julie Miller
Email has become the biggest productivity drain in businesses today. Getting a handle on this daily data dump by establishing procedures—email etiquette, if you will—will make you and your call center stand above the crowd. …read more >>

Industry News:


About AnswerStat
AnswerStat is the information hub for healthcare contact center news and resources, published specifically for hospital and medical contact centers and distributed free to qualified readers, decision makers, and influencers at hospitals and healthcare contact centers worldwide.

For more information, email Peter DeHaan.

The August/September 2017 Issue of AnswerStat

Read the August/September issue of AnswerStat, the information hub for healthcare contact centers.



Feature Content:

Medical Call Centers Are Here to Stay, by Gina Tabone
Changes to the USA political scene are upon us and will most certainly impact the provision of healthcare. Several healthcare reform objectives need to remain in the forefront. Examples include enhancing quality of care, improving interdisciplinary coordination and collaboration, and better utilization of available resources. …  read more >>

Vital Signs: Do You Provide Contact Options For Your Patients? by Peter L DeHaan, PhD
Have you ever had a company ask how you wanted them to contact you? Options might include phone, email, text, fax, mail, or social media private messaging. How well did they do at complying with your request? … read more >>

Vendor Spotlight on Echo, a HealthStream Company
Redeploy Your Legacy Call Center to Transform Patient Experiences
A patient experience contact center serves as a health network’s virtual front door. It delivers personalized, trust-building support, and referrals before a patient receives care and individualized follow-up and coaching after the patient returns home. Unlike a legacy call center, the EchoAccess PX Hub…  read more >>

Guest Column: Hospital Call Centers
The Vital Ingredient in Clinical Communication, by Kevin Mahoney
A robust and effective communication system is essential in any hospital, as it forms the backbone for the provision of exceptional patient care. The adaptation and growth of evidence-based medicine has led to…  read more >>

Improve the Way You Manage Patient Calls, by Charu Raheja, Ph.D.
As a practice manager or doctor, managing patient calls effectively is critical in ensuring high-quality, well-coordinated care for every patient. The first step is to make sure the people answering your phones triage patients efficiently and effectively. Establishing a consistent nurse triage system will improve…  read more >>

The Contact Center’s Role in Reducing Readmission, by Traci Haynes
Reducing hospital readmissions has been a focus of the healthcare environment for many years. Steven Jencks MD, dubbed by many as the father of readmission research, along with Mark Williams MD and Eric Coleman MD, analyzed medical claims data to describe the patterns of rehospitalization and its relationship to demographic characteristics of hospitals. They learned that…  read more >>

AAACN Conference Hits Attendance Record
More than 1,200 nurses attended the American Academy of Ambulatory Care Nursing (AAACN) 42nd Annual Conference held recently in New Orleans, a number that broke all previous records for this thriving specialty nursing association. With heightened interest in such areas as …  read more >>

Ten years ago: Disaster Recovery for the Call Center, by Jim Becker
Not every disaster is as horrific as Hurricane Katrina, but call centers can also be affected by lightning, fire, water damage, telephone and electrical outages, and other natural and man-made catastrophes. All can impact your center, but the bigger impact may be on your callers. How can you lessen the affect?  read more >>

Industry News:

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About AnswerStat
AnswerStat is the information hub for healthcare contact center news and resources, published specifically for hospital and medical contact centers and distributed free to qualified readers, decision makers, and influencers at hospitals and healthcare contact centers worldwide.

For more information, email Peter DeHaan.

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The June/July 2017 Issue of AnswerStat

Read the June/July issue of AnswerStat, the information hub for healthcare contact centers.



Feature Content:

Use a Customized Follow-Up Plan to Reduce Hospital Readmissions,
by Dr. Ravi Raheja
When patients get discharged after a hospital visit, it can be difficult for them to follow or remember discharge instructions. This can lead to higher readmission rates, longer recovery times, and overall lower quality of patient satisfaction. But did you know…  read more >>

Vital Signs: Is Your Contact Center Effective? by Peter L DeHaan, PhD
It doesn’t matter if a call is answered in a modern contact center staffed with a team of trained professionals or by one weary person in a single-phone department. In both cases patients and callers evaluate their phone interactions in the same way, and they expect… read more >>

Vendor Spotlight on 1Call, a Division of Amtelco: Over Forty Years of Innovation
Since 1976, Amtelco has provided innovative communication solutions to call centers around the world. In 1997, the 1Call Division was formed to offer enterprise-wide communication solutions designed specifically for healthcare organizations. 1Call is dedicated to serving the unique call center and communication needs of healthcare organizations…  read more >>

Using Telehealth Data to Improve Patient Care by David Thompson, MD
Understanding what drives patients to seek treatment can help you educate and prepare staff, which improves the patient experience. While you may have a gut instinct as to your patient’s chief complaints, have you ever crunched the numbers? Health Navigator explored approximately 20,000 medical call center patient interactions to identify…   read more >>

Guest Column: Using Mobile Apps to Engage Patients
By Ravi Raheja, MD
Telehealth and mobile applications are changing the way healthcare is delivered. A recent Pew Research study found that about 77 percent of Americans own a smartphone. Smartphone users spend about 1.8 hours every day on their devices, and 89 percent of that mobile media time is on an app. read more >>

Ten years ago: Leading the “People Side” of Change, by Mary Naylor
Some years ago, I was involved with an organization that acquired a high-tech call reporting system. The system spewed data like lava from a volcano. The IT folks loved it, while the managers scratched their heads trying to make sense of all the numbers, trends, and forecasts. All of this data was supposed to….  read more >>

Industry News:

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About AnswerStat
AnswerStat is the information hub for healthcare contact center news and resources, published specifically for hospital and medical contact centers and distributed free to qualified readers, decision makers, and influencers at hospitals and healthcare contact centers worldwide.

For more information, email Peter DeHaan.

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The April/May 2017 Issue of AnswerStat

Read the April/May issue of AnswerStat, the information hub for healthcare contact centers.



Feature Content:

Medical Apps and their “Application” in the Clinical Contact or Monitoring Center, by Traci Haynes , MSN, RN, BA, CEN
Mobile technology is growing exponentially. Hardly a day goes by when there isn’t information on a new medical app for mobile devices. Clinicians use them in their practice to increase efficiency in providing patient care and to effectively explain information to their patients.  read more >>

Vital Signs: Healthcare Uncertainty and Optimism, by Peter L DeHaan, PhD
The healthcare industry in the United States exists in uncertain times. What does the future hold? Will the status quo prevail, along with its current problems, trending issues, and looming concerns? Or will we experience…   read more >>

Vendor Spotlight: TriageLogic Expands Telehealth’s Reach to Help Your Employees
TriageLogic believes no one should delay care because physicians are unavailable or the ER is too expensive. Earlier this year, TriageLogic launched a new product, Continuwell, to provide telehealth services to a wider market.   read more >>

Guest Editorial: Do Mobile Apps Belong in Telephone Triage? by Mark Dwyer
I see a number of scenarios where having access to a mobile app or other software-based solution offers a real benefit to the consumer and a natural tie-in to today’s nurse triage call center. Look at a few functions commonly used today in telephone triage call centers to which…   read more >>

Mobile Apps and Telehealth: Another Channel for Reaching Your Audience, by Sue Altman-Riffel
Healthcare contact centers have acted as the communication and wayfinding hub between their sponsoring organizations and the audiences they serve. In the 1980s there was just one channel for quick communication: the telephone. Things have changed much since then.  read more >>

Medical Call Centers Are Here to Stay, by Gina Tabone, MSN, RNC-TNP
Changes to the American political scene are upon us and most certainly will have an impact on the provision of healthcare. Regardless of party affiliation, there are several healthcare reform objectives that need to remain in the forefront by future government leaders.  read more >>

A Day in the Life of an Offshore Medical Coder, by Dr. Liza Alcances, MD
The life of medical coders is different from clinicians. Weekends are usually free, the shifts are fixed, and there are not a lot of different activities that fill their days. Coders may miss the exciting work of hospital duty, but there is…   read more >>

Ten years ago: Better Call Center Continuity via Home-Based Professionals, by Mary Naylor
Most healthcare call centers have comprehensive continuity and disaster recovery plans to remain operational during unavoidable disruptions, some of which could last beyond the normal lapses traditionally anticipated…  read more >>

Industry News:

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About AnswerStat
AnswerStat is the information hub for healthcare contact center news and resources, published specifically for hospital and medical contact centers and distributed free to qualified readers, decision makers, and influencers at hospitals and healthcare contact centers worldwide.

For more information, contact Peter DeHaan via email or call 616-284-1305.

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