Will Web Chat Take Over the Healthcare Call Center?

By Peter L DeHaan, Ph.D.

Peter DeHaan, publisher and editorWith the Millennial generation’s love for texting and general avoidance of placing a phone call, it’s tempting to project the demise of the call center. Although this may make for a logical conclusion, it’s not going to happen any time soon. Though tomorrow’s healthcare call center will undoubtedly have more chat transactions than it does now, the telephone will remain its primary communication device.

Why?

The reason is the simple fact that calls are superior in several key situations, and these significant advantages will not go away any time soon.

Talking is More Effective: Speaking is faster than typing. When describing complex medical situations, speaking our words is more effective than typing them. With the status of our health at stake, we want to communicate quickly and to get it right the first time. The telephone allows us to do this.

Our Tone Carries Meaning: Emotions are easier to communicate verbally and to be understood. Humor, desperation, and pain do not come across well in written form. How many times have you had a text message or email be misunderstood because your tone of voice did not come across?

Likewise, healthcare provider empathy comes across better when talking, instead of typing. It’s hard to communicate compassion through a chat box.

Yes, we do have emojis, a graphical representation of various emotional states, yet emojis are prone to misunderstandings, offering confusion almost as often as clarity.

Pick Up the Phone: In stressful situations, people of all generations, will gravitate to the phone. It provides for fast and efficient communication in time-critical, stressful situations. Often, when people reach out for medical help, the situation is both time-critical and stressful. The telephone offers a simple, no-hassle way to communicate. That’s why it’s the go-to tool for difficult situations.

Yes, texting is the newer technology that all the cool kids use, while the telephone seems stodgy and old school in comparison. Yet when critical, timely, and accurate communication is essential, the telephone wins most every time.

In the future, your healthcare call center will undoubtedly handle more chat communications. However, the telephone will continue to ring for most situations.

To prepare for the future, embrace chat technology, if you haven’t already done so. But don’t lose sight of the telephone. It will continue to be the cornerstone of your healthcare call center operation for many years to come.

Peter DeHaan is the publisher and editor of Medical Call Center News and AnswerStat.

The Promise of Telephone Triage and Physician Locator Services

By Peter L DeHaan, Ph.D.

Peter DeHaan, publisher and editorTelephone triage is a great solution that meets the healthcare needs for many patients. However, though I write about telephone triage, I have no first-hand experience. Alas, there are no telephone triage services available to me—or at least none that I’m aware of. I wish there were.

It may shock you to know I don’t have a primary care physician. But it’s not for a lack of trying. Here’s the short version: Years ago I called my doctor’s office to make an appointment when I was down with a cold. The doctor wouldn’t see me because I hadn’t recently seen him when I was well. When I was better I called to schedule an annual check-up. They declined. My paper records were in storage and apparently it was too much hassle to retrieve them. I suggested they treat me as a new patient, but my doctor wasn’t accepting new patients. Apparently he had fired me. That was ten years ago. I haven’t had a primary care physician since.

Over the past five years I’ve required medical attention four times. Once was a trip to ER for stitches. The other three times were to urgent care to snag a prescription for antibiotics. On my last visit they encouraged me to find a primary care physician. I agreed. After recovering, I went online searching for a conveniently-located doctor.

I ended up at the website of a large healthcare provider. I entered my ZIP code and asked for doctors nearby. The closest match was .06 miles away. That’s 317 feet, but this doctor was actually over twenty miles away, a thirty-five-minute drive. I checked the next fifteen providers, all of whom were reported to be within five miles. None were. I gave up.

I wish I could call a physician locator service, but there aren’t any in my area, at least none that I know of.

I’m convinced healthcare call centers can fill a vital need in the provision of healthcare services, both telephone triage and doctor locator services. If only they were available in my area. Hopefully the reality of what is will soon catch up with the potential of what can be. Until then I hope I don’t get sick.

Peter DeHaan is the publisher and editor of Medical Call Center News and AnswerStat.

The One Sure Thing About the Future of Healthcare

By Peter L DeHaan, Ph.D.

Peter DeHaan, publisher and editorI don’t like to write about politics, but politicians in the United States are once again messing with healthcare. Some call it repeal, and others view it as repair. Some are for it and others oppose it. No one knows for sure how things will shake out or when it will happen, if anything happens at all.

Whether you view the status quo as good or bad, the maneuverings of the politicians and the soundbites of the pundits are disruptive. This makes it hard to plan: hard for healthcare providers, hard for healthcare insurance companies, and hard for healthcare consumers.

Regardless of the outcome, however, there is one thing I’m sure of. Medical call centers will continue to play a key role in the provision of care now and a bigger role in the future. Healthcare call centers stand in the healthcare gap, improving patient care, enhancing population health, and reducing per capita healthcare costs. No group is better positioned to achieve these three goals.

Yes, the one sure thing in healthcare today is that medical call centers will play a key role in providing quality, cost-effective solutions tomorrow. The only variable is how big that role will be.

Peter DeHaan is the publisher and editor of Medical Call Center News and AnswerStat.

Uncertainty is the Only Thing That’s Certain in Healthcare

By Peter L DeHaan, Ph.D.

Peter DeHaan, publisher and editorI don’t like to write about politics, but politics is once again affecting the future of healthcare. With all the bluster about repelling and replacing the Affordable Care Act (aka Obamacare), I was quite sure, that by now, we would have a new direction in place to chart our industry’s future. Alas, the bluster turned out to be no more than bluster.

It seems it’s much easier to criticize than to find workable solutions.

So, for now, Obamacare is the status quo. Whether we like it or dislike it, the Affordable Care Act is the framework in which we must work. All the while, we still hold our breath wondering if Obamacare might one day be replaced or more likely, amended. But will this make our jobs easier or harder? Uncertainty looms.

Regardless, the essential task is to ensure we keep our organizations viable so that we’re around to do our primary task of caring for people.

In this the call center will play a vital role. Of that, I am certain

Peter DeHaan is the publisher and editor of Medical Call Center News and AnswerStat.

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We Live in Exciting Times: The Advance of Medical Call Centers

By Peter L DeHaan, Ph.D.

Peter DeHaan, publisher and editorTen years ago, whenever I’d mention medical call centers to people outside the industry, I’d get blank stares, as if I was talking in another language. My have things changed. Now many people know what I’m talking about when I mention healthcare call centers, while the rest usually give a nod of understanding once I give them an example.

Medical call centers will continue to play an important role in the provision of healthcare services and support. And their significance will grow over time to meet increased patient needs, cost-containment pressures, and expectations for improved quality of care. We live in exciting times. This industry is never boring, that much is sure.

As our industry grows, Medical Call Center News will grow with it, too. We plan to provide you with expanded coverage and more content in 2017 and beyond.

To make this possible, a group of leading vendors has given their support to Medical Call Center News. These sponsors—patrons, if you will—provide the means for us to do what we do:

If you’re familiar with these companies, please join us in thanking them. And if you’re not familiar with them, please go to their websites to learn more.

Thank you

Peter DeHaan is the publisher and editor of Medical Call Center News and AnswerStat.

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Finish the Year Strong and Set Goals for Next Year

By Peter L DeHaan, Ph.D.

Peter DeHaan, publisher and editorIn the last issue of Medical Call Center News, I encouraged you to work hard so you could finish 2016 strong. I hope that was the case and you were able to complete projects and tick items off your to-do list.

Though I accomplished much as the year wound down, I did not complete my number one goal for 2016. And this was despite blocking out the week between Christmas and New Years to wrap up my project. Alas the time filled up with critical yearend activity and work on my goal languished. I hope you had a different outcome for your projects (or your scheduled time off).

While I am disappointed over not completing all of my goals for last year, I’m happy for what I did finish and know that it’s important to set challenging goals that stretch me. And I was stretched in 2016, but it also shaped up to be a great year.

For 2017, I have again set challenging goals and will push myself to achieve them. In doing so, I hope that this year will be even better.

And may you be able to say the same thing!

Peter DeHaan is the publisher and editor of Medical Call Center News and AnswerStat.

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