As the healthcare industry transitions into a more digital world, providers have a way to combat larger call volumes; digital call deflection. Digital call deflection is vital in healthcare, and by implementing effective strategies and measuring its impact, providers can ensure patient experience improves consistently. In this article, we’re going to delve into this essential topic and learn how it can shape the future of healthcare.

What is Digital Call Deflection?

Digital call deflection is a technique that diverts or reduces incoming calls by offering alternative digital self-service channels instead with the goal of reducing burnout on front desk workers and helping patients get service faster. There are three main channel types that are used:

• Online portals: Portals provide patients with a convenient way to access information about their healthcare needs. They can schedule appointments and communicate with their providers without having to pick up the phone. 

• Chatbots/virtual assistants: Chatbots are AI-driven tools that can answer frequently asked questions, guide registration, and can provide basic medical advice. 

• Automated phone systems (IVR): These systems use interactive voice response (IVR) technology to guide patients through prompts and menu options.

There are also ways through the OhMD solution to convert a voicemail into a text message for your team to review.

Why does it matter?

Large call volumes being one of the main pain points for hospital practices means that there needs to be a better solution to reduce front-desk burnout. Digital call deflection does not only streamline patient access but it also enhances operations and improves patient satisfaction. 

Post-COVID, many patients have turned towards digital interactions as a preferred method of communication with their doctor. With the ability to access health record information without needing to stay on hold with their doctor, patients can find the information they need quickly and make informed decisions about their healthcare. 

Additionally, digital call deflection allows for hospitals to optimize their resources by ensuring that front desk workers can handle more urgent cases and patients with critical needs receive help promptly. 

Furthermore, there are also financial benefits for healthcare organizations. By reducing the number of incoming calls, providers can save on staffing costs associated with the call center. The implementation of digital self-service options can lead to cost savings in the long run, as these systems can handle a high volume of inquiries without the need for additional human resources.

Strategies to Implement

The transition from an existing call center to digital call deflection is not simple by nature, but these are some effective strategies for easy implementation. 

• Implement self-service options. Giving patients access to online portals allows them to complete basic tasks without needing to call, such as viewing medical records, schedule appointments, and request prescription refills.

• Use AI and chatbots for routine requests. AI-powered chatbots and virtual assistants can answer frequently asked questions and guide patients through common processes. 

• Improve the patient portal experience. A well-designed patient portal makes it easier for patients to find the information they need on their own. Clear navigation, quick access to important resources, and interactive features can reduce frustration and encourage patients to use digital tools instead of calling the office.

Measuring Impact

Key Performance Indicators for Call Deflection

Healthcare providers can track key performance indicators (KPIs) to measure the success of their digital call deflection efforts. KPIs can include call volume reduction, average call handling time, and patient satisfaction ratings.

Evaluating Patient Satisfaction and Experience

Patient feedback and satisfaction surveys are valuable in understanding the impact of digital call deflection on their experience. Providers should regularly collect patient feedback to identify areas for improvement and ensure that the implemented strategies align with patient needs and preferences.

Challenges

While digital call deflection has important benefits, healthcare providers may face several obstacles when implementing. A practice must have the proper technology infrastructure that can handle increased digital traffic across devices and that can be regularly maintained to avoid unexpected disruptions. Additionally, providers must ensure that their technology meets regulations in order to ensure that patient data stays confidential. Transparent communication about privacy policies and proactive measures to address patient concerns are essential to build trust and encourage adoption of digital platforms.

Maximizing digital call deflection in healthcare is necessary in today’s age, where healthcare providers have the opportunity to enhance patient experiences and improve care operations. Understanding this technology through reading case studies, investing in the right technology, and measuring impact are key to making these tools worth it.