A typical day at the practice: the week begins, you have your appointments well organised, and then it happens – the phone never stops. Appointment requests, cancellations and rescheduling, prescription orders, questions about lab results, emergencies, patient call-backs and much more.
You would like to take every call, but usually you cannot do so straight away, because the patients coming into your practice have to be greeted first. The result: the phone rings and rings, your staff are exasperated and so are the callers.
There is a quick and straightforward remedy for this – Practice Phone Control.
How does Practice Phone Control work?
Incoming calls are greeted by an automated, customised announcement, and ideally the patient’s reason for calling is pre-qualified through a selection menu. In certain cases, such as prescription orders, your patients simply leave you a message, which is sent to you by email as a voice message and can then be worked through step by step, according to your capacity and the situation. Patients with personal matters are informed politely in a queue when the line is busy, until your staff can take the call directly.
Here is an outline practice example of a call flow
Features
- Browser-based solution
- Custom announcements
- Intelligent call distribution
- Flexible configuration options
- Queueing functions
- Answering machine function including email delivery
- Extensive statistics and reports
Benefits
- Optimise how reachable you are
- Intelligent call handling
- Custom greeting and menu navigation possible
- No IT integration or hardware required
- Intuitive user interface
- Full transparency over availability and reasons for calling
- Simple optimisation and improvement of your patient service