Children’s Hospital Improves Patient Experience By Removing Call Wait Times
Location: Miami, FL
Number of Providers: 1,000+
CBSA Population: 500,000
What was the problem?
Prior to Clarus, this Children’s Hospital relied on a traditional answering service located near their hospital. Seeking to enhance patient experiences, their primary goal was to reduce hold times and ensure quicker responses from healthcare providers.
Unfortunately, the previous call center system had its shortcomings, with instances of missed or mishandled calls as well as multiple outages due to inclement weather, ultimately leading to subpar patient care. Clarus emerged as a promising solution to address these challenges and elevate the quality of service provided to the hospital’s young patients and their families.
What was the solution?
After making the switch to Clarus, Clarus transformed the way this Children’s Hospital managed its patient communications. Firstly, by implementing a call routing system that intelligently directed incoming calls to the appropriate healthcare providers, significantly reducing hold times. This improvement ensured that patients received faster responses and more timely care.
Clarus also helped establish a robust notification system that alerts staff members, guaranteeing that urgent matters are promptly addressed. Overall, Clarus not only improved efficiency by reducing hold times but also enhanced the hospital’s responsiveness and the overall quality of patient care.