Industry: HEALTHCARE (Doctor Office)
Business Challenge
Patients rely on healthcare staff to be available quickly and to provide
courteous care at all times. The inability to manage based on staff
requirements and patient’s needs are a huge detriment. Solutions
were needed to enable the staff to perform their work more efficiently.
In addition, calling activity into doctor’s office is heavy
and continuous. Patient needs are for a wide range of services. Dialing
into a very old phone system (20+ years) provided little flexibility
in auto attendant menu options. It was hard to reach the right department
and patients had great difficulty in communicating overall. Understanding
traffic flow for frequency and volume was viewed as a major problem
that grew worse with increased demands. We knew patients must easily
navigate the phone system to reach the various departments without
having to rely on a live administrative staff person to always answer
the phone.
We developed new equipment and services solutions that enabled us
to implement the right blend of technology, at an affordable price,
with a package that would allow for growth, new applications and excellence
in service and support.
Executone Solutions
Executone invested the time and effort necessary to bring forth a
recommendation that delivered the right combination of new technology,
expandability and management tools to meet our customer’s communications
and budgetary objectives.
We installed the new Vodavi STS system network solution. The STS telephone
system is based on a compact, stackable architecture that gives business
customers of all sizes access to a wide array of useful communication
features and the ability to preserve capital investment by growing
their system rather than replace it as business needs adjust.
- Immediate drop in patient disconnections
- Immediate drop in the number of calls that staff had to physically
answer to be redirected to the correct extension or to take a
message
- Monitoring callers in a queue that need to talk with an operator
- Reporting has delivered tremendous improvements that now identify
staffing requirements and understand trends such
as busy hours, flow, etc.
The Impact
- Improved call handling that has resulted in enhanced patient
satisfaction and efficiency
- Increased communication among staff
- Improved employee motivation and productivity
- Reduced service issues with single vendor solution
- Ability to quickly adapt to business conditions
- Installation of a reliable phone system that easily adjusts
as business needs change
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