A contact center can become the main point of contact for both inbound and outbound ‘as needed’ services and ongoing patient support. Healthcare providers and healthcare related organizations know that keeping patients engaged and providing them a timely and empathetic experience is of primary importance to keeping patient fears in check, while helping everyone have a better overall healthcare experience.
Proactive versus Reactive Patient (and Caregiver) Engagement
At the same time, Healthcare Systems are increasingly under pressure from non-traditional healthcare providers who apply innovation and technology to improve how people take care of their health. Flexibility is now key, and traditional Healthcare Systems are typically more limited in their ability to adapt due to their legacy systems, proprietary technologies, lack of modern APIs, and increasingly, personal privacy and healthcare information security concerns.
As more flexible technologies are coupled with traditional core systems, innovation can more easily be driven across the institution’s infrastructure. Leveraging those legacy core systems while complementing them with innovative and more adaptable digital capabilities, such as SMS alerts and voice or email notifications, chat, and video, will empower healthcare organizations to keep pace with changing patient expectations.
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Optimized Communication for significantly better patient care
Modern customer service has been confronted with increasingly demanding tasks for some time now. This trend obviously also applies to the healthcare sector, where patients increasingly expect quick and satisfactory responses to their inquiries. At the same time, modern contact centers have to cover all conceivable interaction channels and, at the same time, being able to switch seamlessly back and forth between them. Of course, with medicine being literally a matter of life and limb, losing any patient info is not an option.
That’s we’d like to introduce Enghouse CCaaS (Contact Center as a Service), an omnichannel cloud solution that improves patient interactions. Personalize the flow of communication, integrate multiple channels, use artificial intelligence and effective analytic functions to manage and optimize your patient’s journey. All this on a single, comprehensive platform.
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Streamline your patient care process
With Enghouse CCaaS, you can streamline and optimize your patient care process in the most effective and secure way, significantly improving the experience for both patients and your own healthcare professionals.
To protect your processes and data, Enghouse CCaaS comes with extensive security certifications and enhanced data protection. The requirements of the European General Data Protection Regulation (GDPR), an absolutely essential aspect especially in the medical field, are thus met by a 100%.
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Flexibility for optimized communication with patients of all kinds
Enghouse CCaaS offers such a flexible approach, namely a powerful and extensible cloud-based contact center solution that meets all the requirements of a modern customer communication platform. This very effectively lays the foundations for a significantly improved patient experience.
Effective integration with third-party patient management systems
Integration with existing systems is also easily achieved: Enghouse CCaaS can be excellently integrated with existing healthcare platforms such as RIS and HIS systems (e.g. Philips Tasy), or with CRM solutions such as Salesforce or Dynamics.
Rationalization through automation
With Enghouse CCaaS, you can also optimize work efficiency and productivity of your healthcare professionals. Among other things, through personalized communication workflows and the use of effective automation functions.
Enghouse CCaaS for Healthcare
The reality is that Healthcare is never static, and the flexibility provided by a fully integrated approach has now become an absolute requirement.
Digital technologies can be added to address any specific shortcomings in their existing capabilities, while providing both a much better experience to both the patient and the care giver.
A patient may now choose to engage with a healthcare provider while at home and be provided with some initial guidance to deal with the situation via a call, text message or video, while deferring the need to go to the Hospital. Or they may be provided some help while on a call, while a message is triggered for an ambulance or emergency services support.
Patients have come to expect to be able to use whatever communications channel best meets their needs at any moment in time in their daily lives, the expectation is that they should be able to do so when taking care of their health as well.
