Customer satisfaction, or in this case, patient satisfaction, refers to the extent to which a patient is satisfied or content about the service you provide.
People are concerned about their health, besides the high service level they are expecting, they want to be relieved, to be answered in no time. That’s why many global medical facilities strive to provide premium customer service, they invest heavily in their customer support.
Interaction between the service provider and the patient is the core and the main activity for healthcare service providers, and your ability to effectively manage your communications with the patient can make your patient experience memorable. Managing your communication can't be done efficiently without a call center system.
As a medical facility, when it comes to customer satisfaction in this tough global economy, there are some things you could do to increase your patient satisfaction and provide better and quality service for your patients. Call center systems and VPN solutions are on top of technological solutions that you might want to set up in your medical facility.
Modn, as a Telecommunication company, provides businesses with smart solutions and products to make communication with patients and customers easier and more efficient.
Call Center for Healthcare Facilities
A call center is one of the things that could dramatically increase your patient satisfaction, and call center doesn’t just mean making and receiving calls, rather a call center system is a complete, integrated system to manage your overall communications with patients, whether through calls, live chats…etc. A call center system also offers a set of integrations with other systems like MS Teams and your CRM. Here is what a call center system offers you to increase your patient satisfaction.
Effective Communication
Effective communications can be viewed from two perspectives, the agent, and here comes your role to hire the best for the job, people who are able to communicate better with customers, and the other perspective is tools and technology. Setting up a call center system will help you in many ways, built-in features in the most recent call center can save you time, money, and increase your patient satisfaction.
Wide Integration with Other Systems
Modern call center system offers integrations with your CRM to provide a complete picture of the caller, their previous record and history, issues they had in the past, and more. A call center system also offers integrations with MS Teams.
Convenient Call Experience
A call center system offers a convenient experience for the callers through some built-in features like IVR (Interactive Voice Response) which lets the caller get some instant information without having to wait to connect with a call center agent. This saves time for both you and your patients.
Learn more on how to increase customer satisfaction in the educational field!
Cloud Call Center
Many companies are moving to the cloud, not just in the communication context, but in their data storage, and day-to-day operations. Unlike traditional or on-premise call centers, a cloud call center is totally managed in the cloud, meaning you don’t have to purchase any hardware pieces.
Some on-premise PBX systems (which is the hardware that enables you to have a call center system) come with a cloud call center like P-Series from Yeastar, containing 3 models P550, P560, P570, all of them have built-in support for the cloud call center.
Cloud call center allows for remote work, a cloud-based call center enables your employee to make and receive calls anytime, anywhere, offering a seamless experience and full access to business features via Web, Mobile, or Desktop.
Read this article about how a cloud-based call center increases your sales!
VPN for Healthcare
VPN stands for virtual private network, which is a technology that allows users to access a private and secure network over the internet to connect their offices. VPN has also some security benefits, it tunnels all your traffic to secure your connection. VPN works by changing your device's real IP address to an anonymous “virtual” one in order to be able to share files and data more safely.
Site-to-site VPN offers connections with no limits and higher levels of security measures. VPN enables you to bring all your devices together, no matter where they are physically located, with a high-performance business-level VPN that promotes security and safety for your data and file sharing. Making the facility, no matter how many branches are there, operates as one unit. You don’t want a patient from Riyadh visiting the Jeddah branch of the same hospital and can’t access their data.
Site-to-site VPN also promotes privacy and network security, you have sensitive data about your patients, social ID, credit card info…etc. Through VPN, you can create a network for your organization and control who has access to which.
Read more on how and why to set up a secure and reliable network
Modn provides you with everything you need in order to effectively manage your communication, tools, and devices through an integrated store for every telecom device you might need, plus configuration, and maintenance through highly trained IT professionals. Modn offers call center systems for SMEs to manage communication and monitor your activities, and VPN solutions and routers to set up your site-to-site network.
Conclusion
Patient satisfaction is the main factor in determining the reputation of a healthcare facility. Interactions between the service provider and the patient is the core and the main activity for healthcare service providers, and the ability to effectively manage your communications with the patient can make the patient experience memorable. Setting up a call center system helps you manage your overall communications with patients. Installing a site-to-site VPN also promotes privacy and network security, you have sensitive data about your patients. All these network and communication technologies can help increase your customer satisfaction.