Is Your Medical Answering Service Always Prepared?

quality service

How ready is your answering service to provide you with the support you need when conditions change suddenly, and unprecedented situations evolve overnight? A basic answering service can’t pivot so quickly. That’s why it’s important to have a competent medical answering service handle the calls for your practice, clinic, or healthcare facility. Their industry focus on healthcare is the starting point. 

Here are a few other critical considerations:

Adaptable to New Expectations

As conditions change, such as during a crisis or pandemic, answering service needs and expectations transform—often abruptly—along with them. How well can your answering service adapt to meet these new expectations? 

If your medical answering service is able to adapt to small unexpected scenarios during normal times, they’re well poised to make larger adjustments during critical situations. However, generic and low-cost answering services that struggle with adaptability during normal business circumstances will fail to deliver during a disaster.

Flexible to Meet Changing Conditions

When the unexpected occurs, answering services require flexibility to adjust to evolving situations. Needs change rapidly in the midst of a catastrophe, often with little or no notice. A flexible medical answering service will successfully adjust on-the-fly. In doing so they can address unexpected scenarios that produce rapidly changing circumstances, which demand a flexible response.

Capable to Provide Quality Service

Service quality is essential from your answering service to meet the needs of your patients and callers. This is true during normal times, but it becomes even more pronounced during an emergency. 

An answering service that can’t provide quality service during good times will fall apart when it’s crunch time. That’s why it’s important to go with a quality-minded medical answering service.

Able to Serve Patients with Excellence

Your patients expect excellence from your organization. This focus on service quality excellence starts with the provision of healthcare services. It continues with the professionalism and accessibility of your staff. What managers often overlook, however, is their answering service. 

Your medical answering service is your customer-facing representative, often the first one that your patients encounter. They can extend the excellence that you aspire to, or they can make a negative first impression that you’ll struggle to overcome. Add to this the fact that your patients will often interact with your answering service at a time of stress relating to a healthcare concern. In these instances, it’s essential that you have a medical answering service that you can trust to serve your patients with excellence.


If you care about your patients, you’ll care about your answering service that interacts with them on a daily basis. This communication is even more important in the midst of a calamity than during normal situations. 

To achieve the outcomes you desire for the patients of your healthcare organization, you want a medical answering service that is adaptable to new expectations, flexible to meet changing conditions, capable to provide quality service, and able to serve your patients with excellence. 

You want a medical answering service that is prepared for anything.

Learn how medical answering service from MedConnectUSA can help your practice, clinic, or facility. Then get a free quote to discover how affordable their healthcare communication services are. Peter Lyle DeHaan is a freelance writer and call center authority.