Healthcare providers know that efficient communications are critical to their patients’ well-being, and a hospital call center will help establish those efficient communications. When patients contact a medical facility, they often have immediate needs, and don’t have time to waste on hold or talking to a voicemail. They need help right away, and they need to speak to a person to fully explain what those needs are. Medical facilities also have to be ready to respond to patients at all times of the day and be ready for any situation. This can be a lot for a medical facility to handle, and why many link with a communications partner to manage the phones.
What can a hospital call center do for a medical facility?
Communications partners provide the initial point of contact for patients, either routing their query to the appropriate nurse station or doctor, or assisting with nonemergency concerns. A communications partner establishes a strong relationship with all of its clients, so it has complete knowledge of the facility’s phone system layout. A large healthcare facility may have dozens of departments, and it is inevitable that people will contact the wrong one from time to time. A communications partner will ensure all patients speak to the right people, and will ensure other patients aren’t ignored in the meantime.
That’s because a hospital call center can manage as many patients as needed at once. Anyone who has spent time working in healthcare knows that it’s difficult to predict when someone will need help, so someone always needs to be there to answer the phone. Not only can a communications partner provide a reliable ear for patients, they will be there around the clock and every day of the year. Healthcare facilities don’t have to worry about who will man the phones on holidays, and whether or not patients will be serviced properly, as long as they are linked with a communications partner.
Of course, many patients can be helped directly by the hospital call center. Perhaps a patient needs to make an appointment for care. A phone representative can help set up an appointment for the patient, walking them through the scheduling process and inputting the appointment into the facility’s database. This is also beneficial to the facility, which normally has to dedicate some of its personnel to keeping up with appointment scheduling. A communications partner ensures every appointment is organized and readily available for doctors and nurses to view.
Also important, a communications partner can screen patients, either to ascertain who the patient needs to see, or to establish eligibility for a clinical trial. The patient screening process can take a lengthy amount time, so handing this off to a communications partner will free up nurses and other important medical personnel for much more important duties. And that’s the primary reason why medical care facilities should consider a communications partner – to ensure doctors, nurses, and support personnel can take care of their patients.