Healthcare organisations are vital to our communities, caring for the sick and providing support in our times of need. The way that patients communicate with you is key to providing an effective service, especially when the demand for healthcare services is constantly growing.
It’s important that as a healthcare organisation you have the right tools to support your internal and external communications effectively manage demand, care for their patients and improve productivity and efficiency throughout the patient experience.
We look at how hosted phone systems are positioned to take the burden off your staff and improve communication between staff and patients as well as provide a cost-effective, flexible solution when compared to traditional systems.
With large volumes of inbound calls, the ability to easily manage the demand and route patients to the right person is vital to patient experience. With VoIP systems you can easily set up Call Queuing to manage high volumes of inbound calls – for example on a Monday morning at a doctor’s surgery where patients are trying to book appointments. You can also send Comfort Messages to ensure patients that are still in a queue and will have their call answered shortly, allowing them to wait on a call rather than ringing over and over trying to find a time when the line is free.
Auto Attendant features also allow patients to select the right person/team to speak to so they can be directly routed to the right person, freeing up a receptionist’s time often spent manually routing calls to different departments.
Call Reporting & Recording
Having a good understanding of how many calls are waiting, the average waiting time and number of inbound calls received allows staff to allocate their resources accordingly during different times of the day. Connexin’s Hosted Phone System has custom live reporting functionality that allows healthcare teams to see this data live and ensure they are meeting expectations when taking inbound calls or whether they need to take action to improve response times.
Call Recording is another feature often found with VoIP systems that allow staff to easily train and coach new starters and to ensure that the quality of care is consistent across teams. When you pair this feature with Call Barring and Whispering live feedback can be given during training exercises by using hotkeys.
Traditional systems such as PBXs and SIP Trunks, while working fine for standard calling functions, often lack flexibility in terms of changing direct dials, extensions or even adding new users. Hosted solutions such as VoIP allow changes to be made to users or even sites just by the click of a button, removing over-reliance on providers and time savings by being able to implement changes in minutes rather than hours or days.
A Hosted system isn’t just flexible in a management sense, due to the reduced reliance on hardware, hosted systems give you the flexibility to work from anywhere as long as you have an internet connection. Handsets are plug and play, allowing you to take your phone from your normal work environment and use at home, alternatively, you can use your mobile or laptop/pc as a softphone meaning you can make and receive calls just as you would normally.
With an increasing amount of healthcare organisations using CRM tools to support their day-to-day operations, why should your telephony system have to sit as a standalone system, especially if it’s the main channel of communication between staff and patients?
Make sure to choose a phone system that has CRM integration available, these allow staff to make use of features such as Click to dial, allowing staff to start outbound calls from within the CRM, easily access caller information while on a call and also the logging of conversations on the CRM reducing the manual inputting of information. All these improve patient management allowing you to focus on caring for the patients’ needs.
Finally, when you’re reviewing which system to go for, the cost is often a huge factor. You can be forgiven for thinking that a system with all of these features as standard would be expensive? But, when you break it down, hosted phone systems are incredibly competitive when it comes to pricing.
Pricing models are often on a per user basis – this means that you only pay for what you use, allowing you to scale your solution to fit the demands of your team. With over 40 features available on a standard Connexin HPS license you also get a lot of functionality that you often have to pay extra for with a traditional PBX system – never mind the extra hardware as well.
With low upfront costs, you also don’t have to worry about purchasing lots of equipment just to get started, just a small setup fee is often needed per user to get up and running – usually within hours or days rather than weeks. Did we mention that calling rates are usually around 10% of the cost of traditional phone lines too?
How we can help
When it comes to telecommunications, there is a whole host of information available on what business should be doing going forward. At Connexin, we want to empower healthcare organisations to make decisions that have a positive impact on their staff and patients.
If you want to know more about how we are helping healthcare organisations set up phone systems that work for them you can chat with a member of our team using the live chat in the bottom right. We’re on hand to give you the help and advice you need to make the best decision for you and your team.