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Case Study: Enhancing Patient Communication and Reducing Hold Times with TechmodeGO


Client: Dermatology Clinic

Location: Troy, MI

Industry: Healthcare

The Dermatology Clinic in Troy, MI, faced significant challenges with patient communication, particularly high hold times and a large number of lost or abandoned calls. Seeking to enhance patient satisfaction and operational efficiency, the clinic implemented the TechmodeGO Collaboration Suite.


Challenges

High Hold Times: Patients often experienced long wait times on hold, leading to frustration and dissatisfaction.

Lost/Abandoned Calls: A significant number of calls were abandoned before patients could speak to a representative.

Overburdened In-Office Staff: The clinic’s staff struggled to manage the call volume while maintaining high standards of patient care.


Solution: TechmodeGO Collaboration Suite

The TechmodeGO Collaboration Suite provided a comprehensive solution to the clinic’s communication challenges. Key features implemented included:

Advanced Call Routing: Calls were directed to the appropriate department or individual quickly, reducing hold times.

Seamless Remote Work Integration: Remote workers were utilized to handle incoming calls, distributing the workload and reducing the burden on in-office staff.

Efficient Call Management: Intelligent call routing, automated options menus, and overflow queues ensured efficient handling of calls, preventing bottlenecks.

Automatic Callbacks: When patients were put on hold, the system automatically called them back once a staff member was available, reducing wait times and enhancing patient satisfaction.


Implementation and Results


Improved Call Handling

With TechmodeGO’s advanced call routing and call management features, the Dermatology Clinic experienced:

Reduced Hold Times: Hold times were reduced by 18%, significantly improving the patient experience.

Decrease in Lost/Abandoned Calls: The clinic saw a 35% reduction in lost or abandoned calls, ensuring that more patients were able to connect with the clinic promptly.


Enhanced Remote Work Capabilities

By integrating remote workers into their communication system, the clinic was able to:

Balance Workloads: Remote workers handled a significant portion of incoming calls, reducing the pressure on in-office staff and allowing them to focus on patient care.

Maintain Professionalism: Remote workers could seamlessly manage calls as if they were in the office, maintaining the clinic’s professional standards.


Positive Impact on Patient Care

The automatic callback feature played a crucial role in reducing patient wait times and improving overall satisfaction:

Prompt Responses: Patients who were put on hold received automatic callbacks, ensuring they didn’t have to wait long periods.

Improved Patient Satisfaction: The combination of reduced hold times and efficient call management led to higher patient satisfaction rates.

Operational Efficiency: The streamlined communication process allowed the clinic to focus more on patient care rather than managing complex communication logistics.


Conclusion


The implementation of the TechmodeGO Collaboration Suite transformed the Dermatology Clinic’s communication system. By reducing hold times and decreasing the number of lost or abandoned calls, the clinic enhanced patient satisfaction and operational efficiency.

Key Outcomes

35% Reduction in Lost/Abandoned Calls

18% Reduction in Hold Times

Improved Patient Satisfaction

Enhanced Efficiency and Workload Management

The TechmodeGO Collaboration Suite proved to be a valuable tool in addressing the clinic’s communication challenges, setting a new standard for patient service and operational efficiency in the healthcare sector.