By: Felipe Rodriguez
March 25th, 2016
The tiny doctor's office is a converted townhouse. Manilla files are chock full of hole punched pages and color coded stickers. When you call, a kindly secretary answers the phone. You'd like to change an appointment but can't remember when it is. The problem is, she can't remember either. Then you hear it . . . the sound of large pages turning on the paper calendar where all appointments are written in (or whited out) by hand! The frantic nature of the pages swooshing with each rapid turn isn't the only thing you hear. There is also the inevitable sound of the tiny doctor's office going out of business. Its competitors, meanwhile, step forward increasing their already-growing technological adaption.
Healthcare and technology have been viewed as two separate and distinct categories for decades, and for good reason. One is the experience of being sick, diagnosed and healed. The other was computers, machinery and devices. Over time, technology has increasingly found a way to compliment industries across the board. The changing trends in consumerism and surging needs of the workforce, chief among them healthcare, have left us reliant on technology to keep our lives in order and our needs met. And this adoption of technology in healthcare is not a bad thing.
Reasons for Cloud Based Technology in Healthcare:
For non-urgent situations, consider the time lost calling an office, being put on hold and potentially being transferred to a different department. Alternatively, there is the simplicity of dialing your doctor, and reaching an IVR with DTMF (Dual-Tone Multi-frequency) that immediately accesses your doctor's scheduler. Or better yet, using DTMF you can select and confirm your appointment time. A text message and email come through confirming your appointment and 2 days prior, you get both a text and an email to remind you of your appointment. Done.
Another benefit to the marriage of healthcare and technology is immediate access to your history. It's one thing to be away from home and access your favorite restaurant chain. But what about medical records? Suppose you're on a business trip and get sick. A healthcare provider will want to know as much as they can about your background. There isn't yet a universal platform where they can enter a password and see your records, but fortunately more and more providers are giving this power to patients themselves. Prescriptions can have long-winded and highly complicated names rooted in their chemical compounds. A surgery date from a couple years ago may already be forgotten.
Cloud Contact Centers – The Healthy Decision
All of these details and dates quickly add up to a lot of petabytes. With an adaption to cloud storage, there's simply more space in a more secure environment on the receiving end of secure deployments and security patches. That said, the driver of cloud adoption remains quality of care. Contact Centers (Customer Care Groups) can be a win for both sides of the table. The patient and the provider both want to see an improved state of life. Customer Care Groups are in the business of making that happen by relying on the most cost effective, service rich technologies.
Many people envision Customer Care Groups as scheduling hacks but the reality is their benefits extend well beyond and include essential supports like nurse triage and post-treatment in multiple languages. Perhaps the greatest benefit to a Customer Care Group is its ability to turn a single physician into an entire team, all unified around the same goal of ensuring a patient is properly attended to.
Click here to learn more about how IntelePeer's cloud-based call center solution, Atmosphere, can help your health organization.
Download the Whitepaper, "Why Healthcare is Moving to the Cloud."