A mid-sized healthcare provider focused on outpatient care reached out to us with a problem: their old phone system couldn’t keep up with their growing network of clinics. They were committed to making care accessible, but as patient demand increased, their setup was holding them back.
The Challenge
Their mix of landlines and basic VoIP wasn’t cutting it anymore. Clinicians dealt with dropped calls and tricky transfers, while patients faced long waits just to get through. “Our phone system was slowing us down,” their operations director said. “It frustrated staff and left patients waiting longer than they should.”
Compliance was another issue. Handling sensitive patient information meant they needed HIPAA-compliant security, but their legacy setup didn’t offer modern protection or any way to monitor call activity. It was costing them time and hurting 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 solution, we built something that worked for their clinics, mobile clinicians, and admin team.
The app replaced desk phones with a flexible system—staff could take calls on approved devices without interruptions. Better call routing cut down wait times by connecting patients to the right person faster, and staff could finish post-call work without being tied to rigid timers. Security stayed rock-solid, meeting HIPAA standards and keeping patient data protected.
“They took the time to understand how we operate,” the operations director said. “We got a system that’s secure and actually makes our day easier.”
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.
