Stop phone calls before they happen.
A recent survey about online communication says that for 33% of practices, as many as half of the phone calls they received are about information that could easily be posted on a website. How many calls that come into your practice are about basic things? You know the ones -- are you open on Fridays, how do I get to the office, etc.? While you want to respond to these callers as politely as possible, the truth is that really basic questions such as these are distractions. Do you have a website that can share that information with patients? If they can remember your website (or even Google it and find the link to your practice), patients can find their answers online and save a lot of time for the staff.
Answer questions while callers are on hold.
Research shows that saving staff time is a major challenge for practices (see the end of this study), and getting rid of unnecessary incoming phone calls can make a big difference. But maybe not all callers know your website exists. You can still use their on-hold time to answer basic questions. Zimm Cataract & Laser Center does it, and for their patients it's a quicker way to get their answer than waiting on the staff.
You can prevent calls about test results also.
Do you get a lot of calls from patients who are anxious to know their test results? You can cut down on those inquiries as well. Kelsey-Seybold Clinic in Houston, TX was spending too much time fielding questions from patients and playing phone tag to respond. But they found a solution to the problem! Is there an opportunity to cut down calls about test results in your practice? View this brief presentation on immediate improvements you can make to the lab delivery process. And guess what…staff time is one of those areas of improvement.
Problems solved.
It's a problem that's easy to understand. Having staff members bogged down by incoming phone calls from patients absorbs too much of their time. Time that could better spent tending to in-office patients or working on other tasks. Fortunately, it's a problem that's also easy to solve with TeleVox. Click below to learn how!
WebPlus website design and hosting -- Learn how your website can be a valuable source of information for your patients.
Vox On-Hold on-hold messaging -- Get basic answers to patients before they even have a chance to speak with the staff!
LabCalls lab delivery system -- There won't be a reason for patients to call about their results. They'll have a way to securely access their information as soon as it's available!
