If you are running a healthcare organization, you know that one of the most important things you will have to do is ensure patient satisfaction. After all, if you fail in that area, you are sure to see a reduction in the number of patients, which will result in you losing profits as well, and that is undeniably not what you want. Therefore, this is one of the main things you will have to worry about.
Of course, there are various aspects that you need to consider when trying to ensure patient satisfaction, from providing them with great quality services to being available when they need you. And, that availability part has a lot to do with answering their calls, which is why you should learn more about a potential solution that can ensure that you’re available at all times, and that you’re not missing anything important. Before we get to talking about that solution, though, we need to make one thing clear.
In short, a lot of healthcare organizations actually believe that relying on voicemail for patient calls is enough. And that being out of office means you shouldn’t worry about those patients being able to reach you and send their important messages across. Sure, you do deserve your time off, but that doesn’t mean that your patients can’t have any questions or even emergency issues after work hours, and that you shouldn’t at least try to be there for them in one way or another.
So, what we are going to do right now is talk a bit about why voicemail is basically not the right call – no pun intended. You’ll learn how it affects patient outcomes and satisfaction, as well as potentially leads to HIPAA issues, all of which is not good for your organization. After understanding why this is not the best solution, we will propose a different one that you may want to use to your advantage and thus keep everyone happy.
Why Voicemail Is Not the Right Call
Let us begin with the basics. Why is relying on voicemail for patient calls not exactly the best idea? Well, for one thing, a delayed answer can sometimes really harm a patient, if we are talking about an emergency situation. And, the voicemail system, clearly, leaves them vulnerable to some dangerous delays, which is not the best thing either for them, or for your reputation. Not to mention that this can also drive healthcare costs up, especially since they may decide to unnecessarily resort to emergency room services, out of fear.
If you’re wondering how to improve patient care and safety, this could help: https://www.ncbi.nlm.nih.gov/books/NBK2682/
Apart from that, there is also the fact that the voicemail service may generally not be that reliable. Basically, the tech system is not foolproof, meaning some glitches can happen, and ultimately result in you not even getting the message that a patient has sent out. Imagine what this can do to your reputation as a healthcare organization – in short, it sends a message that you’re uninterested, unprofessional and unreliable. And, I am sure that’s not what you want people to remember you for.
Now, another thing you should know is that voicemail systems can accidentally lead to compromising patient privacy. This can get you in trouble, because it means you’re not HIPAA compliant. And, violations in that regard can lead to extensive fines, as well as significant reputational damage, which is, once again, something you would much rather avoid.
In the end, as you may have guessed it, this is all about patient experience. And, that experience won’t be great if their calls are constantly being forwarded to voicemail. So, you may want to find a different solution that will offer a more personalized approach, and thus ensure that your patients are satisfied, which is sure to have a good impact on your overall reputation as well.
What to Do Instead
What is it, though, that you can do instead? Well, in short, the answer is for you to partner up with a company that can provide you with medical call answering services. This way, you will ensure that the patients can always reach you and get their message across. Of course, the quality will definitely depend on the effectiveness of the call service, that is, on the company you choose. Meaning, therefore, that you have to choose wisely.
To make the best choice, you will, without a doubt, have to take your time to carefully research different companies operating in this line of work. Check them out in details, check their experience levels, their reputation, as well as anything else you want to know before making a final decision. Of course, don’t forget to also compare the prices of the services offered, as those will differ from one company to another, but remember that the quality of service should always come first.