The Problem: Poor After-Hours Patient Communication Led to Dissatisfaction
Managing after-hours patient calls with a traditional medical answering service created several challenges for Texas Digestive Disease Consultants.
- Patients experienced long hold times when calling after hours or never received a callback
- Staff regularly received complaints about the after-hours experience
- Staff had to manually transfer calls to after-hours operators
- The answering service did not reflect the level of patients care TDDC strives to provide
As patient complaints increased, TDDC recognized the need for a more reliable patient communication solution.
The Solution: A Patient Communication Solution with Improved Documentation and Visibility
TDDC implemented Clarus to modernize patient communication after business hours and provide greater visibility into call activity for physicians and staff.
Key capabilities included:
- Full visibility into overnight calls and messages for quick call routing
- Patient call transcriptions for documentation and visibility into patient interactions
- Scalable pricing structure to manage increased call volume without increased costs
- Improved communication for patients, providers, and office staff
The result was a more reliable and efficient patient communication. Following implementation, TDDC experienced higher patient satisfaction, improved staff efficiency, and eliminated patient complaints related to after-hours calls.