I'm impressed with how much has happened around cleaning up the queue. Eliminating 15% of the wait list in one case and 33% of the referral list is pretty impressive, I would think, even from the point of view of the morale of the surgeon receiving the referral, to know that not all those people were waiting.
I was wondering who did all this phoning to find out if these people were still at the phone numbers and addresses, etc. Did you hire some people to reorganize the wait list by phoning and contacting people?