The healthcare sector is the backbone of any booming society, establishing a healthy life for all. A world without well-functioning hospitals is unimaginable for fostering wellness and longevity. The practice of healthcare and the establishment of healing spaces have been integral to human civilization since ancient times, reflecting our enduring commitment to preserving life and health.
A healthcare contact center solution centralizes communication among patients, providers, emergency personnel, and administrative staff through phone calls, chats, emails, and social media. Unlike traditional contact centers, healthcare contact centers specifically address the healthcare industry’s unique needs and challenges.
The modern healthcare sector thrives on efficiency, effective communication, and precision. A Contact Center Solution (IPPBX + Call Center + Omni Channel + Ticket Management + ERCC + Lead Management) integrates with Hospital Management, providing a streamlined communication framework and seamless operations. With the proper healthcare contact center software, hospitals face critical challenges affecting emergencies, patient care, staff efficiency, and communication.
In this case study, we will take you through what hospitals can take steps on their challenges in overall productivity.
Without ERCC, hospitals face challenges like delayed communication during emergencies, mismanagement of resources, and potential loss of lives. Manual coordination is time-consuming, error-prone, and ineffective for timely responses from the right personnel.
For example, during a Code Blue, manual coordination wastes precious minutes, risking patient lives due to slow interventions and resource allocation.
Implementing SanERCC helps schedule emergency calls and ensures swift communication with specific departments or personnel during critical situations. It amplifies response efficiency, reduces delays, and is invaluable in hospitals for managing emergencies, ensuring patient safety, and streamlining crisis management.
“For example, in hospitals, it automatically alerts ICU, surgery, and emergency staff during a "Code Blue," and fire station in the case of fire “Code Red” ensuring timely response and coordinated efforts to save lives.”
Missed calls from potential patients result in a loss of opportunities and revenue. Without auto callback, hospital staff may miss following up on inquiries.
By implementing SanCCS it generates auto callbacks for all missed calls, ensuring no lead is lost.
For example, a multiple-specialty hospital in multiple cities integrated this feature, recovering 40% of potential revenue from missed calls by proactively contacting patients.
Without visual representation, the Management and Admin team struggle to understand patient needs and resource allocation.
The SanCCS can generate category-wise graphs to provide insight into patients' concerns and service demands.
For example, a hospital in Delhi used this feature to identify that 50% of queries were related to cardiac issues. They reallocated resources accordingly, reducing waiting times.
Manual logging of patient calls can lead to errors and loss of critical information.
Implementing SanCCS will help with Patient Call Logs. It automatically maintains detailed call logs, including call duration, patient number, and timestamps. For example: An orthopedic hospital implemented this solution and improved patient follow-ups by 40% as they had an organized history of patient interactions.
It has become challenging for hospital staff to access patients' treatment details on a call; which has led to delays and confusion when discussing treatment packages or services with patients. It’s very difficult for a common man who is not from a Hospital background to send exact information regarding any treatment.
SanCCS gives the flexibility to make N number of templates for various treatments or packages to send to patients while on call for specific requirements through multiple channels. By combining telephony and data systems, hospital CRM teams can provide accurate and timely information to patients, enhancing the overall service.
For example, a hospital offering various medical packages to provide call attendants with real-time access to patient treatment templates, improving clarity and speeding up decision-making for patients.
Without proper Contact Center Solutions, communication with patients may be limited to phone calls. However, it may not be convenient for those who do not prefer alternative communication channels.
By implementing SanCCS (Call Center Solutions), which integrates SMS, email, and WhatsApp. Hospitals can communicate with patients through multiple channels. This ensures that all patients receive important information through their preferred methods, which enhances patient engagement.
For example, the hospital incorporated WhatsApp into its call center solution, facilitating appointment reminders, test results, and patient feedback. This integration resulted in a 25% increase in patient engagement.
Hospitals often fail to manage leads from digital platforms efficiently due to fragmented systems.
SanCCS consolidates leads from Facebook, WhatsApp Bot, Google, and other platforms, streamlining lead management.
A lack of integration with the HIS leads to redundancy and inefficiencies in accessing patient records while on the call.
SanCCS-HIS integration ensures details are instantly accessible during calls, enabling faster service.
Without a centralized directory, internal/external communication within the hospital becomes unsettled. It’s difficult for the management team to remember all doctors' mobile numbers.
SanCCS (Call Center Software) provides a unified telephone directory for all departments and 100 doctors, ensuring seamless internal/external communication.
For example, with the help of the telephone directory in XYZ Hospital, collaboration between doctors and departments improved.
The absence of voice recording results in lost details of patients' conversations and reduces accountability.
Installing the SanCCS (Call Center Software) in a hospital helps to record quality assurance and conflict resolutions.
For example, a Hospital resolved a patient's grievance within 24 hours by reviewing the recorded call, ensuring trust and transparency.
Hospitals with pre-existing PBX systems may face issues integrating their CTI (Computer Telephony Integration) for advanced functionalities. Without CTI integration between the Call Center and the Hospital, it’s impossible to transfer calls between both departments.
SanIPPBX System integrates CTI seamlessly with existing systems, enhancing their functionality for communication between the Call Center and other Hospital extensions.
Without a ticket management system with an escalation matrix, the queries are often lost or resolved inconsistently.
SanTMS’s ticketing system ensures that every query is logged, tracked, and resolved systematically with an escalation matrix.
Managing separate systems for Call Centers and IPPBX creates operational inefficiencies.
We provide a single-box solution for the Contact Center and integrated IPPBX, streamlining hospital operations in a single box/server. A single server can manage Call Center, ERCC, Hospital Telephony, Omni Channel, LMS, TMS, and more. With this implementation, there is no longer a need to coordinate between two vendors for PBX and Call Center services, and voice cabling throughout the hospital is no longer necessary.
In today's fast-changing healthcare world, effective communication and efficiency are crucial for success. Healthcare Contact Center solutions have revolutionized hospitals by tackling critical challenges such as emergency coordination, missed calls, lead management, and HIS integration. Through the use of sophisticated features like auto-callbacks, omnichannel communication, and a unified directory,hospitals have the chance to enhance engagement, optimize operations, and improve patient care.
SanCCS offers a single-box solution for IPPBX and Contact Center functions, eliminating redundancies and streamlining operations like never before. Embrace the future of healthcare communication with CCS—a comprehensive and innovative system designed to save lives, optimize resources, and transform patient experiences.
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