How UCaaS can enhance patient care and security in the healthcare industry

Like many industries, healthcare is embracing new technologies and undergoing a digital transformation. With a surge in telehealth adoption (systems that enable healthcare professionals to deliver care remotely to patients through tools like video, text, and online portals) and an ever-growing emphasis on data security, UCaaS positions itself at the forefront of these changes, empowering healthcare providers to deliver exceptional patient care while ensuring security and efficiency.

Creating a professional first impression 

Just like other businesses, a patient's initial interaction with a healthcare provider shapes their opinion. Phone calls are often the first point of contact, which makes a healthcare provider's phone system their digital ‘storefront’ or ‘shop window’. Studies show that 95% of patients share their negative experiences, which highlights the importance of excellent customer service and etiquette.

UCaaS solutions offer features that streamline and simplify the caller experience, to keep healthcare providers ahead of the curve, such as:

Multichannel communication - powerful communications platforms go beyond traditional phone calls and phone system features, offering SMS appointment reminders, video calls and conferencing in one, user-friendly platform. This means that communication between patients, doctors, and administrative staff is streamlined and tailored to best suit the patient’s needs, for a convenient experience.

Intelligent call routing and auto-attendants - UCaaS solutions can intelligently route calls to the most appropriate person based on a number of factors, which reduces wait times and frustration for patients calling in. Routing is based on factors like caller ID, location, or service required. Additionally, auto-attendants can greet the caller with a pre-recorded message, present them with a menu of options (e.g., press one for appointments, press two for referrals, press three for prescriptions), and then connect those calls to the appropriate destinations.

Secure collaboration tools - the very best UCaaS platforms are deployed in highly secure and resilient public cloud infrastructure. For example, CallSwitch One is deployed in Google Cloud Services, with some of the world’s best threat defence and resilience capabilities, ensuring that internal communications between healthcare professionals remain secure and available.

Solutions tailored to healthcare markets

Unified communications solutions offer a number of features which can be specifically tailored to suit the healthcare industry, as well as integrations with platforms that may already be utilised day-to-day for a seamless workflow.

Telehealth integration - Some UCaaS solutions will offer integrations with telehealth platforms, for example, Dentally (a dental practice management system). Here’s how they can simplify workflows:

A patient will phone into a practice. The phone system will then pull patient records from the practice’s patient management system, so that before the receptionist answers the phone, they already have access to key documentation about the patient calling in. This means that information can be accessed quickly and efficiently, with less margin for human error. At the end of the call, the receptionist can add notes, and even links to call recordings with accurate call times. This enhances customer service and efficiency while documenting the timeline of events.

An improved user experience 

Ultimately, utilising a UCaaS solution in healthcare industries improves CX, but also has a positive impact on staff managing a large amount of calls and emails each day. Here’s a closer look at how a healthcare provider and its patients can benefit:

Reduced wait times - Intelligent call routing and automated assistants minimise wait times. Any urgent inquiries or patients requiring human interaction can then be routed quickly to appropriate staff. Automated messages can inform callers of opening hours, services offered and emergency protocols.

Boosted morale and staff productivity - UCaaS bridges geographical gaps, and helps to streamline remote, field based, and hybrid teams.Staff can easily communicate, share information, and collaborate, which boosts productivity and improves patient support.

Regulatory compliance

The Health Insurance Portability and Accountability Act (HIPAA) mandates the protection of sensitive patient data (Protected Health Information or PHI), which states that healthcare professionals must protect the privacy of their clients and create standards for the electronic transfer of health data.

While this is mainly applicable to US based healthcare, UK practices myst also abide to regulations, such as GDPR and the Data protection Act (2018). Robust UCaaS solutions provide tools for compliance. Some (like us!) integrate CallCabinet to record for compliance, and store data in a way that is safe and compliant:

Looking forward in the healthcare industry 

Patient experience is a top priority, and as the world moves towards digital technologies and self-service, it is key to leverage a communications solution that is adaptable and flexible to suit a variety of patient needs.

By leveraging UCaaS solutions and features, that preferably integrate with other solutions healthcare providers rely on, they can embrace the shift to digital care whilst complying with industry regulations, and continue to deliver the exceptional level of care that their patients deserve.

Click here to learn more about our UCaaS offerings.