Improving Patient Satisfaction with a Medical Answering Service

Updated on May 24, 2023

Healthcare is one of the most difficult fields to work in, and medical staff are often busy with different tasks, like answering the phone. However, during the COVID-19 pandemic, healthcare centers received more calls from patients, making it challenging to respond promptly to every single call. This can be frustrating and even life-threatening for people with chronic illnesses who need urgent care or a general consultation. These patients usually book appointments and get medical advice or prescriptions to avoid visiting the hospital and prevent the virus’s contraction or spread. 

Providing patients with exceptional care is a top priority in the healthcare industry. Choosing which calls require immediate attention and which ones can wait can be daunting, and there is always a risk of missing an urgent call.

The healthcare industry has turned to medical answering services as a vital tool to address this issue. Voice answering and live receptionist services provide cost-effective customer service that creates a positive patient experience over the phone, answering calls promptly and professionally while handling patient information confidentially and competently.

Benefits of a Medical Answering Service in the Healthcare Industry

Using a medical answering service in the healthcare industry has a lot of benefits. Here are some:

Improved Patient Satisfaction

Keeping patients satisfied is crucial to maintaining customer retention. Fast and cost-effective delivery of high-quality healthcare is often challenging for healthcare providers. Balancing all these demands can be overwhelming, and losing sight of what is critical is easy. Patients are the central force in the medical industry, and their needs extend beyond office hours. Providing 24/7 access to medical professionals can improve patient satisfaction and build trust and loyalty.

This can be done with the help of a medical answering service, which gives patients access to medical professionals around the clock. Patients can get their questions answered and their concerns addressed promptly, leading to increased satisfaction and retention. 

Quality Service Availability

Medical emergencies can happen anytime, and patients need to feel they have access to a reliable medical service. When patients are left on hold or can’t get through to someone, it can lead to frustration and dissatisfaction. In the medical field, it’s important to respond quickly to patients; a medical answering service can ensure that happens. Healthcare providers can trust that their answering service will take accurate notes and send information quickly so patients can get care on time.

Reduced Workload for Healthcare Professionals

Most of the time, people who work in healthcare have a lot to do during their shifts. Healthcare professionals can find themselves stretched thin, from administrative tasks such as answering phone calls and scheduling appointments to more complex and demanding cases. However, a medical answering service can help reduce this workload by handling routine inquiries and appointment scheduling. By delegating these tasks to a medical answering service, healthcare professionals can focus on providing more personalized and comprehensive care to their patients. 

Healthcare providers may also improve patient satisfaction by giving patients more attention and care. Utilizing a medical answering service can ultimately lead to a more efficient and productive healthcare system, benefiting healthcare professionals and their patients.

Enhanced Doctor-Patient Relationship

Establishing and maintaining a strong doctor-patient relationship is paramount in the healthcare industry. One way to achieve this is to use an answering service for medical emergencies. When patients’ calls are answered promptly and regularly, they are more likely to be satisfied and build trust in their healthcare provider. The doctor-patient relationship can be enhanced and strengthened by providing top-notch service and addressing patient complaints. This can improve patient retention and positive word-of-mouth referrals, benefiting the hospital or clinic.

HIPAA Compliance

A medical answering service can help ensure that patient information is handled HIPAA-compliantly. This can help protect patient privacy and reduce the risk of data breaches or other security incidents.

Cost Savings through Medical Answering Services

There is a lot of pressure on the healthcare industry to contain expenses. Effective medical answering services can work well within your financial capacity and help you develop a solution without jeopardizing quality. Time is money; every second your medical staff spends taking patient calls could be spent somewhere more important. 

Recruiting and training new staff for medical answering will cost you more money, time, and resources. A dependable call center trained in medical answering has organized systems and processes to ensure the job is done effectively and on time. Using medical answering services will ultimately reduce employee costs and decrease liability.

A proficient medical answering team manages your after-hours communication effectively and keeps you connected with your patients. And also offers tangible benefits to your patients that they will value and appreciate. As a virtual medical receptionist, the service will handle your clients’ phone calls 24/7, enhancing quality customer service and boosting the efficiency of your healthcare business.

Whether scheduling a doctor’s appointment, following up on a meeting, transferring a lab report request, or answering a patient query, you can be confident that all your patients’ concerns and recommendations are well taken care of. Less waiting time, a manageable medical staff, and increased availability will create a patient experience your clients want to share with others.

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Jo-Ann Fussell

Jo-Ann Fussell, owner/operator of Voice Link, provides top-quality voice answering and live receptionist services. With 31 years of experience in finance and information technology, she is a licensed CPA, Certified Key Performance Indicator Professional, and a mother of two Eagle Scouts, graduating Magna Cum Laude from Columbus State University.