If your practice is like so many others, the telephones ring constantly.
Because the telephone requires synchronous communication – the practice and the patient must be on the line at the same time – it is inherently inefficient and has long been a source of frustration for practices and patients alike. Yet the telephone is the most frequently used means of communication for patients to access your medical practice. With high volume – and high expectations – the telephone is an area ripe for opportunity.
The telephone is a critical access point that requires appropriate staffing and management to provide value – high quality at low cost. Indeed, in some medical practices, more care is provided and/or coordinated via the telephone than ever before.
Nurse triage and advice, case management, health coaching, patient navigation, and telehealth are expanding to provide patients with new access channels for care. In addition, patient expectations regarding service and turnaround times associated with the telephones are heightened, with patients requesting answers to their questions now.
Gone are the days of patients telephoning the practice and being transferred directly to voicemail, which is checked only a few times during the day. Your patients expect timely and informed responses each and every time they call your practice.
This book is organized to make it easy for you to access the key tools you need to improve patient communication and access to your practice. Use this book as a blueprint to measure, manage, and staff your telephones for optimal performance. Embrace the tools in this book to improve patient access by expanding to newer technologies, minimizing the need for patients to telephone your practice.
*Follow instructions below to receive CME credit for this course.
Released: Sept. 19, 2014
Reviewed: Sept. 19, 2017
Expires: Sept. 19, 2020
This course is appropriate for physicians, office staff, residents, and students of medical professionals in all specialities.
Upon completion of this course, participants should be able to:
- Measure the performance of the current telephone system the practice uses,
- Apply preventive techniques to reduce the number of inbound and outbound calls, and
- Develop an action plan to manage calls efficiently and effectively, while optimizing customer service.
The participant is required to read the course in its entirety and complete a test and course evaluation to obtain credit.
To Obtain Credit*
- Read the book
- Sign into My Account
- Mouse over the My Account tab so the drop-down menu displays
- Click on Products
- Locate It's Your Call and click Download Materials
- Print and complete the self-assessment
- Return the self-assessment by fax to (512) 370-1693 or email directly to firstname.lastname@example.org
No refunds or exchanges will be processed for this product.