Through modern technologies, companies’ contact centers are able to deliver service experiences with advanced convenience and personalization. Now common in many industries, these refined and perfected customer experiences are shaping the expectations that patients have for the interactions they have with their healthcare teams. To meet these expectations, hospitals and health systems need to be conscious of how their call center impacts overall patient experience. A budget-friendly and expeditious way to collect this feedback is with a simple survey that patients can respond to either over the phone or online.
When crafting a patient survey to gain insight into a call center’s performance, there are three overarching topics to focus survey questions around.
Speed—Ask patients if they feel that your call center responded and addressed their request in a timely manner. If patients feel that it takes too long to resolve an issue, complete a transaction or answer a question, then it may be time to evaluate contact center technologies and processes. In a recent study by West, 80 percent of patients stated that getting redirected is an area of frustration. If your patients find it massively difficult to reach an agent who can assist them, then it’s highly probable that time is being wasted for agents and patients alike.
Convenience—Design survey questions to discover if patients are experiencing frustration and stress when calling your organization. Convenience should be the bedrock of inbound interactions, and today’s patients are likelier than ever before to switch providers if completing a simple task, like paying a balance, requires an inordinate amount of time and effort. There are typically several common interactions in organizations that can be improved with automation, leaving your agents extra time to deal with the more complex calls.
Personalization—Do your patients feel known when they call? When technologies are unable to pass data between call transfers, this results in pain points in the patient experience. Sadly, 41 percent of patients say they have had to repeat the same information several times to different call agents. Integration is often the key to personalized experiences. Ideally, a call center will be able to leverage data so well that they become proactive instead of reactive, able to anticipate and immediately respond to patient needs. Be sure to ask your patients questions to discover if your organization could be doing more to drive personalized experiences.
Understanding how patients view your call center gives your organization the insight and evidence needed to drive necessary changes, as patient experience becomes even more connected to the success of a healthcare organization. To learn more about delivering an optimized experience to callers, read Healthcare Contact Center Must-Haves for Patient Satisfaction.