How can Call Logging and Call Recording help your doctors surgery?
The likelihood is that all of us, at some time or other, will have reason to contact a local doctors surgery. Although technology has bought with it means of communication hitherto unfathomable even 20 years ago, the favoured means of contact with our doctors surgery is still the telephone.
Surgeries across the country deal with huge numbers of patient calls every single day, meaning that managing communications effectively is of the utmost importance. The utilisation of software such as Call Logging and Call Recording can help to make surgeries more productive, make better use of resources and in turn improve levels of satisfaction amongst patients.
But, how can telephone software have such an impact on patient engagement and surgery performance?
Call recording –
- Listen to calls by department – Ensure that each department is consistent, both in the way they handle telephone queries and their approach to offering advice. Establish that if cross-referencing is required between departments, that this is being done correctly.
- Monitor individual patient calls – By monitoring calls from individual patients, the level of information and advice being imparted can be easily assessed. This is especially useful for highlighting any training issues or requirements.
- Keep a record of advice offered over the phone – It may be important in certain cases to be able to have a record of the information that has already been given to a patient. In some instances it may be necessary to prove that certain information was offered and received during a call. Recording of calls means that proof is always readily available.
- Decrease numbers of abusive calls – If callers are made aware that calls are being recorded it is less likely that they will be abusive. As well as being distressing and unwelcome, abusive calls simply create extra unnecessary work and drains on resources.
Call logging –
- Identify levels of calls missed or lost – Knowing how many calls are being missed or lost can help to focus on areas to avoid this. In an environment where all calls are of the utmost importance, it’s essential that those contacting the surgery are able to speak to someone quickly and easily.
- Highlight periods of high demand – It’s likely that for most surgeries, early morning is the busiest time of day for calls from patients looking to book appointments. However, call-logging software allows you to track any other peaks or troughs that might occur throughout a day, week or month. It might help to identify if one doctor is more popular than another or whether certain clinics attract more interest than others. It will certainly allow surgery management to make the most of resources, committing the right numbers of staff to specific roles at key times.
- Address individual performance issues – Call-logging software offers a wide range of information that can help you to assess an individuals performance. For instance, it can tell you the average length of time someone has spent on the phone, meaning that if training is required to ensure that calls are answered and dealt with quicker, this can be put in place.
Prevention rather than cure
The bottom line is that Call Logging and Call Recording software not only improves productivity but also offers protection to both staff and patients alike. It means that you have proof, should you need it, of your professionalism and approach to patients but also dictates that staff must maintain standards at all times in order to provide an important, essential and empathetic service at all times.
Please contact us if you want to know more about how our Call Logging and Call Recording software can help your doctors surgery, alternatively you can give us a call on 0333 0022 440 and one of our friendly team will be delighted to talk to you about a free trial.