As we discussed in the last blog, the telephone is very important to improving healthcare. For many institutions, the first step to improve healthcare is by using a comprehensive post-discharge patient follow-up program. This will reduce hospital re-admissions.

With a properly run program, providers can:

With such obvious benefits, it is critical to run a program using these best practices. Hospitals are finding that existing contact center solutions are ideally suited for managing and improving the effectiveness of a post-discharge calling program. 

These solutions include:

Specifically, silent monitoring and call recording can be used to improve patient care. These solutions can then be combined with the remaining solutions to round out a patient calling program and achieve dramatic results.

Silent Monitoring in Healthcare

Once you have committed to following up with patients via the telephone, the next step is to ensure the quality of the follow-up calls. Consider these questions when evaluating your current process:

Without a comprehensive program to monitor the calls, there is no way to answer these questions. Charts can only provide limited information. They cannot discover the nuances of the interaction. With silent monitoring, a supervisor or senior practitioner can listen to calls in real-time. This provides the ability to immediately evaluate the callers and provide needed coaching where necessary.

Call Recording

In addition to monitoring, the recording of calls is critical. Call recording can yield a number of benefits, including:

Whenever you call into your credit card company, bank, or cable company you hear, “This call may be monitored or recorded for quality purposes". There is a reason they are doing this. The reasons are equally valid in a healthcare setting.