The healthcare industry across the globe has started focusing on adopting ultramodern infrastructure to improve patient care. Along with excellent medical instruments, the healthcare organizations like hospitals, pathology laboratories, pharmacies, clinics, etc. also need technology driven tools.
7 Key challenges faced by the healthcare industry:
1. No option to track missed, abandoned, and dropped calls
Traditionally, hospitals use ePBX or simple landline phones. None of these solutions give an effective option to track and manage missed, dropped, or abandoned calls. This can be a major cause of the loss of opportunities.
2. No option to monitor the productivity of operators
The traditional communication solutions don’t offer any features to monitor how healthcare operators are handling calls and are they spending time productively or not.
3. No option to handle emergency calls differently
Any call will hear a busy tone if the line is busy. Even if a patient is facing a medical emergency, the call will not get any priority. Hospitals in that case need to have a separate line to handle emergency calls.
4. No option to effectively transfer calls from one line to another extension
In traditional communication systems for the hospital, transferring calls from a helpline number to a specific department or doctor becomes near to impossible as there are no effective options available.
5. Complexity in handling multiple communication channels
Nowadays, patients and their family members use multiple communication channels like SMS, WhatsApp, email, social media, etc. Handling each communication independently would cause multiple challenges.
6. Complexity in handling data
The patient data collected on the call needs to be stored for future reference. The traditional options like a diary, excel, document, etc. make record management and future reference complicated and ineffective.
7. Complex communication infrastructure
To add more extensions with a landline or ePBX, healthcare organizations need to add more physical phone devices and wiring to set up that intercom or extension. Some multispecialty hospitals have thousands of extensions, which keep on increasing. This would make infrastructure difficult to manage and maintenance expenses.
Technology tools that resolve all challenges faced by the healthcare industry
Omnichannel call center solution
It comes with an array of features to simplify inbound call management and accelerate outbound calls. It tracks all missed, dropped, and abandoned calls and shows them in the report sections, so those leads can be contacted using the same software’s features. It gives live statistics as well as other quality and productivity monitoring features such as whisper, barge-in, call recording, reports, and more. Most importantly, it routes the calls to the right department, i.e., a call made for an emergency will be connected to the emergency department and a call for OPD will be added in the call queue. While the patient or his/ her family member waits in the call queue, soothing music on hold and approximate time to get connected with the healthcare representative will be played. It also provides all communication channels, including, SMS, email, WhatsApp, social media, etc. within a single platform to make omnichannel communication simplified. All conversations regardless of communication mode will be recorded in the software.
IP PBX software
Some departments in the healthcare industry need a personalized communication solution such as HR, accountancy, pharmacy inventory store, etc. These departments not only handle intercom for internal communication, but they also make outbound calls and attend inbound calls. The IP PBX solution provides rich communication features like 3-way conferencing, IVR, call forwarding, call transfer, etc. to enhance the conversations.
Some hospitals only need an IVR to greet the patients or their family that calls to the hospital or diagnostic center to ask general questions like when to collect the report. When the number of calls is in one digit per day, instead of using a call center solution, the healthcare organization can use an IVR solution. This solution also helps in collecting “Callback” requests to make sure no opportunity gets missed.
Code Blue: Emergency Alert System
The most impressive system to handle any emergency, which can be medical, manmade, natural, or any other type, is a code blue: emergency alert system for the healthcare industry. With a single click on the code, all group members will be informed about the emergency situation and place. For example, if code green is sent for a sudden pulse drop of a COVID patient, then the doctor of that patient, ventilator specialist, COVID expert, and other medical staff will be informed via an SMS and a call. This solution helps in handling emergencies more effectively and quickly. Instead of calling required medical staff one by one, the system sends a call and an SMS to all of them to be present where they are needed.
11 Reasons to use unified communication solutions in the healthcare industry:
1. Each of this solution is software, so it doesn’t increase the physical infrastructure of the hospital, so maintenance and management will be easier and cost effective
2. Each conversation will be logged in the systems for monitoring and other relevant actions.
3. Make healthcare reminder sending process easier and faster
4. Helps in handling more patient calls to increase sales and patient care
5. Makes record management easier as each software stores the relevant information along with logs
6. Callback option in IVR to handle missed opportunities
7. Enhance internal communication and collaboration
8. Engage patients and other callers while on hold with soothing and interactive music
9. Makes the supervision and coaching process easier in the hospitals
10. Save money and other resources
11. And many more
To deliver truly great patient care and experience, hospitals and other healthcare industries have started adopting technology tools. Contact us to know more which tools your healthcare organization needs and how we can help.