The Challenge
A mid-sized outpatient healthcare provider reached out to us with the following problem: their old phone system couldn’t keep up with their growing network of clinics. They were committed to making care accessible; however as patient demand increased, their setup was holding them back.
Their outdated mix of landlines and basic VoIP created multiple problems. Clinicians experienced dropped calls and tricky transfers, while patients endured long wait times. According to their Operations Director, “Our phone system was slowing us down. It was confusing staff and leaving patients frustrated.” In addition, the relay of sensitive patient information meant they needed HIPAA-compliant security. The provider’s legacy setup did not offer modern protection or ways in which to monitor call activity. Combined, both challenges lead to a loss in productivity and in overall patient satisfaction.
Our Solution
We brought in the Compliant Communicator, our softphone app, paired with Compliant Communications services tailored to their workflows. Instead of a generic, ready-made fix, we custom-created a solution that worked for their clinics, mobile clinicians, and admin team.
The app replaced desk phones with a flexible system, allowing staff to take calls on approved devices without interruptions. Better call routing cut down wait times and staff could finish post-call work without being tied to rigid timers. Security became rock-solid, meeting HIPAA standards and keeping patient data protected.
“They took the time to understand our needs, and in-turn we received an efficient, secure system that was tailor-made to suit our practice.”
Results Achieved
- Increased Call Efficiency: Calls were answered 60% faster, reducing wait times significantly.
- Enhanced Patient Satisfaction: A smoother calling experience led to a 25% improvement in patient feedback scores.
- Fewer Missed Opportunities: Appointment bookings increased by 24%, directly impacting revenue.