Another review involved an operations analysis that resulted in a technology solution for the call center that serviced clinic patients. Patients were not notified of upcoming appointments which resulted in a 50% no show factor and revenue loss. The inbound call environment was stressful as patients had unusually long queue times and they were upset when they finally reached an agent. Statistics were not available. Patients complained that they never received call backs.
Recommendations were a new cloud telephone technology implementation, appointment reminder software, revisions to staffing and employee schedules and operational changes. Results were measurable and an there was an increase in patient satisfaction – abandoned call percentages from 14% to 2-3%, average speed of answer from 1 minute 44 to 16 seconds, Service Level from 45% in 104 seconds to 88% in 16 seconds and a 20% increase in appointment confirmations.