When a patient leaves a message whether via a live medical answering service team member or through a voicemail system the caller’s circumstances or emotional state may lead to confusion.
- A patient may be frightened by some sudden ailment; distracted by other conversations going on; frustrated by a perceived lack of progress in treatment; confused about a medication; embarrassed about bothering you with their question; or simply seeking a sympathetic ear.
- In a rush to finish a message, a patient may inadvertently leave out pertinent information, like name and phone number, as well as details of the question or comment.
In these cases, you may find that you need to reinterpret the message or otherwise read between the lines to determine what the patient really wants or needs.
A skilled member of a medical answering service team can be a great asset in helping callers leave more clear, coherent messages.
- You will want a service that ensures patient privacy via ongoing HIPAA training and certification; as well as a service that is diligent in serving callers completely (e.g., not putting them on hold after the call has been taken).
- A U.S.-based medical answering service with operators in supervised-staffed offices who speak English as their primary language reduces some patients’ reluctance to give information.
- An ideal answering company aligns live calls with voicemail services to ensure you receive the message in the most timely and convenient way possible.
- Finally, your medical answering service should offer a range of options and plans to accommodate your practice.
Clear communication
When it comes to serving your patients, the stakes are too high to trust their messages to just any company. Setting up live and voicemail-assisted personalized answering services for your medical or dental office need not strain your time or budget but choosing a reliable, proven provider is a top priority.
