Outsource telephone reception in hospitals to place the patient at the heart of the care relationship

The flow of calls determines the quality of a telephone receiver in a hospital environment. Furthermore, the level of quality provided directly impacts the relationship between the patient and the hospital services. It is therefore important to organize the call-taking of your telephone platform in such a way as to better manage this incoming flow. The telephone reception is the first image that your health establishment gives. However, welcoming means ensuring that the front door of your CHU remains open not only to the outside (patients, suppliers, administration, etc.) but also to the inside of the care structure itself, between its various medical specialties, agents, or management.

So? Have you diagnosed your call flow? Have you also defined an organization to manage the peaks and troughs of activity of the hospital’s telephone reception? Do you think automation technologies like conversational artificial intelligence can improve your telephone reception? Is the number of reception agents finally calibrated according to the needs of your care services? And, are they trained to manage the aggressiveness of certain patients?
Our EmpireOne Contact Center helps you better define the role of reception in the overall patient support process.

Audit the quality of your telephone reception in a hospital environment

Hospitality is always at the center of quality. This is why detecting its strengths and weaknesses, defining its objectives, and the means made available to achieve them are the beginnings of the organization of public and private hospital areas. The audit is therefore a good way to gauge its performance as well as its effectiveness as a whole. After the analysis, comes the time to propose and implement solutions.

How is our audit going or how to evaluate the responses given to patients?

Our audit is participatory. In other words, we take care, above all, to actively involve all the staff dedicated to reception, but also the administrative and medical staff.

Indeed, our calls are made during and outside business hours to assess the different responses provided. Equipment, teleoperator-teleoperator, conversation quality, answering machine, pre-answer, music on hold, transfer, organization chart… everything is analyzed.

With the help of this study, the needs are redrawn. The audit thus outlines the first protocol and defines the means and tools in relation to the desired level of quality.

Define a standard applicable to your healthcare facility

• First, what human resources do you have internally?
• Then, what are your financial means?
• Also, what is the number of calls received, handled, dropped, and lost, on average?
• Also, what is the average length of a phone call? What is the maximum acceptable waiting time?
• Similarly, is the desired wait time realistic with your staff? Do you plan to associate a telephone AI to automate the management of certain calls such as making appointments?
• Also, can you outsource all or part of it?
• Also, should your telephone reception also handle outgoing calls?
• Then what are the IT tools used?
• And how is your database managed? How safe is it?
• Finally, what is the information system? Will it evolve?