“A recent study found that 83% of healthcare consumers had previously ended a call because they had been waiting on hold for too long, compared with 75% in other industries.”
The healthcare sector is one of the most crucial and sensitive sectors. It needs a strong, precise phone system and a reliable infrastructure that organizes customer information efficiently, while enabling accurate measurement, monitoring, and evaluation.
It is also very important to consider the sensitive nature of healthcare customers, which is quite special compared with other sectors. A customer contacting a bank or a retail store has very different needs from a patient contacting a hospital, clinic, diagnostic laboratory, or radiology center.
The nature of the service and the circumstances of someone contacting a hospital can be completely different from those of any other customer. There may be a critical medical situation, some anxiety or stress, or a genuine sense of urgency, because the matter may directly concern a person’s health or life.
This creates an even greater need for a dedicated phone system for healthcare clinics in Saudi Arabia or worldwide — one whose primary goal is to make communication easier for customers while taking into account the nature of the service they require. At the same time, such a system helps build a strong reputation for your healthcare business, while making management, monitoring, and evaluation easier and helping ensure quality, accuracy, and transparency.
To achieve these goals in a professional and comprehensive way, we first need to identify the biggest communication challenges faced by healthcare customers.
“A recent study found that 83% of healthcare consumers had previously ended a call because they had been waiting on hold for too long, compared with 75% in other industries.”
The healthcare sector is one of the most crucial and sensitive sectors. It needs a strong, precise phone system and a reliable infrastructure that organizes customer information efficiently, while enabling accurate measurement, monitoring, and evaluation.
It is also very important to consider the sensitive nature of healthcare customers, which is quite special compared with other sectors. A customer contacting a bank or a retail store has very different needs from a patient contacting a hospital, clinic, diagnostic laboratory, or radiology center.
The nature of the service and the circumstances of someone contacting a hospital can be completely different from those of any other customer. There may be a critical medical situation, some anxiety or stress, or a genuine sense of urgency, because the matter may directly concern a person’s health or life.
This creates an even greater need for a dedicated phone system for healthcare clinics in Saudi Arabia or worldwide — one whose primary goal is to make communication easier for customers while taking into account the nature of the service they require. At the same time, such a system helps build a strong reputation for your healthcare business, while making management, monitoring, and evaluation easier and helping ensure quality, accuracy, and transparency.
To achieve these goals in a professional and comprehensive way, we first need to identify the biggest communication challenges faced by healthcare customers.
Before choosing any system, it is worth being precise about what actually goes wrong for a patient on the phone. Three problems come up again and again:
“A recent study found that 83% of healthcare consumers had previously ended a call because they had been waiting on hold for too long, compared with 75% in other industries.”
The same study also found that approximately one-third of healthcare consumers prefer using AI-powered technologies that can answer their questions directly, in order to avoid waiting on the phone.
This highlights another challenge. In many cases, customers call because they need just one piece of information, such as:
Instead, they may find themselves dealing with multiple transfers or waiting for long periods, because the healthcare facility lacks an integrated communication system and employees are busy handling numerous calls.
Patients may have to repeat their concerns or explain their previous interactions with the organization, because call and conversation data is scattered across different channels.
This means that customer service representatives may not have enough information to provide accurate and detailed answers based on the patient’s specific situation and previous interactions.
The issue is not limited to patients or customers. The absence of a dedicated communication system for healthcare facilities also creates significant challenges for management.
Some patients fail to attend their appointments or simply forget them, resulting in vacant appointment slots and wasted time.
The absence of structured communication after an appointment makes it difficult to ensure patient satisfaction or to identify any problems they may have experienced.
Without dedicated tools for measuring performance, it can be difficult to assess employee performance, analyze calls, and identify opportunities for improvement on a daily, monthly, or even seasonal basis.
Each of the challenges above has a direct answer in an integrated cloud communication system. The services below work together rather than separately, which is what turns scattered phone lines into one organized patient journey.
“A recent study published in Health Affairs Scholar found that 72.1% of patients used the telephone to schedule a medical appointment, while 56.4% relied on the telephone as their primary method for scheduling appointments.”
One of the most important services for making medical appointment scheduling easier over the phone is a unified number that connects all of your organization’s branches through a single point of contact. You do not want a customer contacting your healthcare center to have to call multiple branches simply because they cannot easily find the information they need.
For example: a customer needs to contact a specific branch. They call the unified number and can easily book their appointment during the same call. This is how your customer wants the process to work.
Without a unified number, however, the customer may have to call several different numbers, wasting valuable time navigating between multiple branches.
The unified number service for healthcare organizations also gives you access to several additional services.
IVR is a customized automated voice recording that responds as soon as a customer calls. You can customize the script, the voice, and other details according to your organization’s needs.
Call routing is a feature that works alongside IVR to organize customers into virtual queues for the different departments within your organization. Customers can then be automatically directed to the appropriate department after selecting specific numbers or options.
Once you have a unified number for your organization, you can add a professional IVR system that welcomes customers and directs them to the departments they need. It can also answer frequently asked questions, saving your staff valuable time and allowing them to focus on serving other customers. This helps reduce pressure on different departments and improves response times.
With a clear record of your organization’s calls, you can go back to previous conversations to retrieve important information, monitor agent performance, or, in some cases, help resolve disputes.
Call records also allow you to track customer interactions and identify the most frequently asked questions and recurring complaints.
The unified number service also enables you to continuously monitor performance and use analytics and evaluation tools, such as scheduled reports delivered at specific times, to maintain the quality of your healthcare communication system.
When scheduled reports are automatically delivered at the time you specify, you can:
With Innocalls, you can have an integrated phone system for healthcare clinics in Saudi Arabia and worldwide that organizes your communication with customers — from a unified number connecting all branches and departments, and answers to frequently asked questions, to the smallest details, such as listening to a customer call containing a complaint or a suggestion.
Get your trial now and see how it works for your organization.
It is a 9200 number that allows an organization to connect its different branches and services under a single number, making it easy for callers to reach the branch or service they need through one memorable number.
It helps organize communications by routing calls to the appropriate department or service. It can also use IVR and call routing to reduce waiting times and improve the caller experience.
Yes. The unified number is designed to connect an organization’s branches under a single number, allowing callers to reach the required branch or service through call routing.
Yes. Innocalls provides IVR and call routing, allowing callers to be directed to the appropriate department or service while reducing waiting times.
Yes. Innocalls provides call recording, which can be used to monitor service quality, train teams, and follow up on calls.
Yes. Innocalls provides reporting and analytics tools to monitor call data, support decision-making, and improve communication performance.
Yes. Innocalls provides cloud communications solutions, including business phone and contact center systems, which can be managed through a cloud-based environment without relying on traditional communication infrastructure.
Yes. Innocalls supports integration with CRM and Help Desk systems, as well as other tools, and provides APIs for integration and automation.
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