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How we built a seamless cloud telephony suite for a prominent healthcare provider
13 MIN Read
Healthcare across the world has grown rapidly in recent years. Today’s private healthcare providers offer a wide range of medical services. These range from basic primary care to advanced surgical procedures and are typically run as for-profit businesses. In the case of our clients, these are mainly hospitals, multi-specialty clinics, healthcare startups, and health-tech startups.
At Acefone, we offer our healthcare clientele several cloud telephony services, including a sophisticated hosted phone system that doesn’t need any investment for additional hardware or infrastructure. The phone system can be operated on any desktop or smartphone with an internet connection.
If you're a part of the health sector searching for a tailored communication solution that leverages cutting-edge technology, Acefone is the answer. Discover how leading hospitals and clinics have already taken advantage of our solution by exploring our offerings today. Our cloud-based services are highly adaptable and can be personalized to meet any business need.
What our healthcare client needed
One of our healthcare clients, a prominent hospital—faced several challenges that hindered efficient communication between medical professionals and their patients:
- The inability to monitor calls leading to misinformation.
- Difficulty in marketing about upcoming blood donation and vaccination camps.
- Difficulty in booking appointments for customers.
- Following up with patients promptly and ensuring best hospitality.
- Difficulty in communicating diagnostic reports and laboratory results with patients.
Our client’s primary concern was their patients and communicating with them in a timely manner. They were also interested in patient engagement, the process of involving patients in their own care. Our client believed that their patients deserved to know exactly what their ailments were and understand how they were treated.
This approach was aimed at empowering patients to be more engaged when managing their health. This encouraged them to participate in decision-making about their health. It also had the additional goal of improving health outcomes and overall quality of care.
Enhancing healthcare communication with a hosted phone system
We gave our client a complete cloud telephony suite, customized for their specific needs. Our solution was not only patient-friendly but also easy for the hospitals’ administrative staff to operate. This ensured that patients and their families were always provided excellent healthcare information and services.
Outbound contact center
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Voice API
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Hosted phone system’s customized features
Call
Recording
The hospital could monitor patient calls and track missed calls and ensure efficient handling. As a result, The client was able to prevent several fatalities.
Attended
Transfer
Receptionists could effortlessly transfer calls to the right team member for a seamless patient experience. This feature enabled efficient call routing, reduced wait times, and personalized care.
Regional Call
Transfer
The client used regional unit call transfers to transfer patient calls from one facility to another within the same region. Our client was a part of a chain of hospitals making this feature quite handy.
Scheduled
Callback
The scheduled callback feature allowed patients to connect with the institution at their convenience and get their concerns looked into. It proved to be a great experience booster for the patients.
Missed call
Management
Missed call management allowed the client to handle every missed call and get back to the patients in due time. The client could promptly follow up with patients and address every concern.
Call Queue
Management
We enabled effective call queue management with our hosted phone system. It resulted in reduced wait times, prioritizing urgent calls, call volume monitoring, staff training on phone etiquette, and the call-back provisions to patients.
Automated
SMS alerts
Our client could keep track of patient details and send them regular text alerts for monitoring their health progress, reminders, and follow-up appointments to encourage patients to stay on track with their treatment.
CRM
Integration
By integrating their HPBX with their preferred CRM platforms, our client could maintain a comprehensive record of their patients’ data across multiple devices and locations. This included appointments, follow-ups, call recordings and other critical data.
Upgrade your phone system to the cloud and avail amazing benefits.
Top cloud telephony benefits for our healthcare client
By using our cloud telephony suite, our client could manage their call volume more efficiently. By using automated systems, they ensured that calls were routed to the right department or individual. This reduced wait times and improved response times. Additionally, our portal provided them with detailed call analytics, allowing them to identify trends and improve their service.
Another important benefit of our cloud telephony suite is the ability to maintain secure and compliant data management. Acefone offers advanced security features, such as encryption and access control, to help protect sensitive patient information. This helped our client ensure that they met regulatory requirements and could protect patient privacy.
Increased flexibility
Our cloud telephony suite allowed our client to easily scale their phone system to meet changing needs. Thus, the need for additional hardware or complex installations was eliminated.
Improved accessibility
Cloud telephony can be accessed from anywhere with an internet connection. This made it ideal for our clients with multiple locations or remote staff.
Cost-effective
Our solution eliminates the need for expensive hardware and its upkeep. This makes it a cost-effective solution for healthcare organizations of all sizes.
Seamless integration
Acefone’s cloud solutions easily integrate with other healthcare technology solutions like electronic health records (EHRs) and practice management systems. This creates a more efficient and streamlined workflow for healthcare providers.
Overall, Acefone’s cloud telephony suite provided our healthcare client with a more flexible, cost-effective, and secure communication system. It did this while also improving accessibility, enhancing patient experiences, and enabling seamless integration with other healthcare technology solutions.
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