As a medical answering service, Apello takes the position that having phones answered 24 hours per day is better for patient satisfaction than having phones not answered after office hours. Of course, clients have questions. They want to know why patient satisfaction goes up with more reliable phone service. They want to know what they can expect, in terms of patient satisfaction, if they invest in an answering service.
This post will answer some of the questions we frequently get. Not only that, but they are also rooted in our years of experience as an industry leading answering service. Whether you run a private practice, a community clinic, or any other type of medical facility struggling to answer the phones, we want you to be fully informed about the benefits of partnering with an answering service.
1. Do patients appreciate 24/7 availability?
Around the clock availability is important to consumers in general. Survey after survey clearly demonstrates that people don’t prefer speaking to machines. They don’t get excited about navigating phone menus. When they make a phone call, they want to speak to a human being who answers right away.
That being the case, it is reasonable to extrapolate regarding medical calls. Yes, patients do appreciate 24/7 availability. They appreciate hearing a human voice when they call the doctor – for any reason.
2. Are waiting times reduced by an answering service?
One of the advantages of partnering with an answering service around the clock is reduced wait times for patients. Calls are managed more efficiently, even during periods of high volume. This minimizes the amount of time patients spend waiting on hold. It also reduces the need for callbacks.
Hand-in-hand with reduced wait times are timely responses. Patients get answers to their questions more quickly, thus reducing their stress and anxiety. It all makes for more satisfied patients in the long run.
3. Can patients schedule appointments more easily?
Although many medical offices are making a concerted effort to encourage patients to make appointments online, a certain segment of the patient population still prefers to call in and speak to human beings. Partnering with an answering service makes it possible to continue offering phone-based appointment booking without disrupting the office.
Patients are happier because they can make, modify, and cancel appointments when it is convenient for them. Office staff are happier because someone else is handling the appointments for them. It is a win-win.
4. Can operators offer proper triage?
Triage is always a concern when partnering with the medical answering service. The last thing clinicians need are operators unable to perform basic triage over the phone. So this is where it pays to partner with a proven answering service that puts only trained professionals on the phone with patients.
A trained medical operator should be capable of assessing call urgency. They should be capable of evaluating emergencies appropriately to ensure that the most critical cases receive immediate attention. When triage is performed properly, patients are both safer and more satisfied.
5. How do patients feel about professionalism?
The key to a successful partnership is professionalism. Operators should be able to always conduct themselves in a professional manner. In fact, it should be impossible for a patient to distinguish between office staff and answering service staff. When that is the case, patients tend to be more satisfied.
There are many reasons for partnering with the medical answering service. One of them is increased patient satisfaction. If your office is struggling to answer the phones in a timely manner, perhaps it is time to consider an answering service.
