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Call-centers in healthcare and how they boost patient satisfaction

In recent times patients have started to access their medical records, manage insurance claims, and research about their medical conditions online. Though internet usage has replaced human interaction in most of the fields, most patients still rely on telephonic conversations.

Due to the rise in machine learning and AI enhancements in healthcare technologies, patient expectations have risen exponentially. Subsequently, healthcare call centres are represented by disease management programmes, nurse advice lines and marketing campaigns for health-related programmes. In the current combined healthcare delivery system, call centres could also support affiliates such as physicians and health planners. Outsourcing a healthcare call-centre provides a host of services for the healthcare industry, including patient support and provide assistance in an emergency.

Methods used

Establishment of call-centre requires a thorough knowledge of the subject as it involves direct patient interaction and patient care. Writer Information planned the set-up by identifying the basic needs of the patients during market surveys. After finalising the proposed plan, hiring was done as per the requirement of the consumer. Relevant people from healthcare with life-science backgrounds were on board as they dealt with the health-related issues on regular basis. Recruited staff were meticulously trained to understand the need of the patients. The call-centre was built to provide various services like scheduling an appointment with the doctors, help with the dispensing/delivery of the prescribed medications, posology, entertaining complaints, scheduling laboratory visit, or follow-up visit etc. The call-centre employees’ work 24X7X365. The employees were predominantly divided into two categories, one category focused on inbound calls, while the others focused on outbound calls. This kind of set-up was initiated to handle large hospitals, where multi-specialties were involved. Based on our analysis we found that 88% of hospitals with more than 400 beds have a call centre in place, and only 37% of hospitals with less than 200 beds have one. Patient call centres began to appear in conjunction with reorganisation efforts in hospitals; their establishment has changed internal and external communication processes permanently.

Writer Information Patient Contact Center:

Easy connectivity: The patients can connect to the call-centre employee with any kind of query (24X7) with just a call. This call with the hospital ultimately helps to resolve queries on a timely basis, especially in the cases of emergencies.

Increased Customer Satisfaction: The rapid increase in the number of call-centres itself indicates that the need for patient contact centres. Walk-in patients visiting a healthcare facility face a long waiting time. However, the patient’s scheduling appointments can plan their visit with the physician for a preferred time and visit the facility instead of waiting for hours. In case of any issue, the call centre staff can escalate the issue to an appropriate person, way in advance.

Consistent Service: Our patient contact centres maintain a consistent level of service by giving the required information to the patients and asking for the feedbacks and follow-ups consistently.

Reduced Costs: Cost is one factor, which needs to be considered in healthcare services. Here, the patient gets information over a call without visiting the facility. This helps to reduce the time and expenses involved.

Streamlined application Integration: Writer information call centre software is used to maintain all data on daily activities. Writer’s patient contact centre application is the ‘best-of-the-breed’ application, which is used in many multiple specialty hospitals across Mumbai. The application makes the data easily accessible to different stakeholders within the organisation, which ultimately benefits all roles within the organisation.

Easier Access to Service Data: Healthcare organisations are increasingly interested in improving patient services. However, access to consistent patient opinions can be difficult. Writer’s patient contact centre follows the process and helps in patient surveys and data mining of call records. This analysis helps organisations to improve their services and conduct pre-interventional analysis for new services. Writer Patient contact centre helps patients to make informed decisions, which helps them in the long run.

 

Writer’s patient contact centre is an excellent way for patients to connect with hospitals at any time to resolve their queries, ultimately leading to improved patient satisfaction. As Writer’s patient contact center follows best practices guidelines, it contributes to better healthcare outcomes for patients. The services provided by Writer patient contact center has reduced unnecessary burden on the patients, thereby improving the quality of life.

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