Forward-thinking medical providers understand that patient satisfaction is at the forefront of today’s healthcare needs. An improved patient experience correlates directly with the financial stability of doctors’ offices, hospitals, and other care centers.
No longer is exceptional service an option. Instead, it is an immediate necessity by which providers must comply. One overlooked area is the role of contact centers and how they impact patient satisfaction positively.
More than ever, medical providers are striving to align their contact centers with a more modern approach.
A Point-of-Entry Should Not Create Barriers to Participation
The reality is that hospitals are slow to adopt a centralized phone system, much like any other form of technology. There is a downside to not making the much-needed upgrades.
When patients confronted with a multitude of phone numbers, patients often end up in departments that cannot help them. On an already strained chain-of-command, patients feel frustrated when passed from desk to desk while disrupting the workflow of medical staff members.
This activity creates inefficiencies from a patient care and human resources standpoint. A hospital contact center creates a specialized unit that understands where to route calls more efficiently.
Adopt an Automatic Data Pass Protocol
Patients find it annoying to repeat information or ask questions more than once. This assertion makes sense since it doesn’t feel like anyone cares to ensure that they do not have to restate their information. Keep in mind that undue stress is a health hazard for some people.
One way to mitigate this experience from repeatedly occurring is by using an agent- or interactive voice response (IVR)-captured information that is available from transfer-to-transfer.
Information like the patient’s name, telephone number, and reason for calling should automatically populate on the next agent’s screen. The strategy will also eliminate the need to verify information more than once.
Addressing Telephone Privacy Concerns
If practitioners have concerns regarding this practice, they may find reassurance in knowing that the guidelines for telephone verifications are vague, at best. Suggestions by the National Institutes of Health (NIH) recommend that hospitals deploy a password mechanism to avoid the liabilities of already weak guidelines in place. It is a practice that contact centers can enable and then uniformly distribute throughout the entire facility.
Since the medical industry is regulated highly, hospitals are slower to embrace these technologies. However, healthcare providers need to get beyond the point of appreciating the impact of modern communication. It is time to start adopting them.
Now Is the Time to Elevate the Patient Experience
Contact centers are in a position to act as the “hub” of the healthcare environment and go beyond just an answering service. It facilitates the ability to improve patient care under a coordinated communications effort.
Doing so only stands to make patients happier and providers more profitable. While the initial investment of enacting a call center may be present, it does not compare to the overall long-term gains.
If your medical facility is ready to upgrade to the contact center experience, contact the VoxNet team today.