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3 min read
In the fast-paced world of healthcare, efficient communication between patients and healthcare providers is paramount. Contact centers serve as a crucial bridge, enabling patients to connect with healthcare professionals, schedule appointments, seek medical advice, and receive assistance. However, a persistent challenge that has plagued these contact centers is the issue of abandonment rates, which can significantly impact patient satisfaction and overall health system efficiency.
Understanding Abandonment Rates in Healthcare Contact Centers
Abandonment rates refer to the percentage of calls or interactions that are prematurely terminated by patients before they are adequately addressed by a contact center agent. These rates can vary widely across different industries, but the healthcare sector faces its own unique set of challenges that contribute to higher abandonment rates.
One primary reason for elevated abandonment rates is the urgent nature of healthcare inquiries. Patients often reach out to contact centers seeking quick solutions, be it appointment scheduling, medication inquiries, or clarifications about medical procedures. Long wait times and cumbersome processes can deter patients from staying on the line, leading to abandonment and frustration.
The Ripple Effect: Implications of High Abandonment Rates
High abandonment rates can have a domino effect on the healthcare ecosystem. Patients who abandon calls may delay seeking necessary medical attention, which could lead to exacerbated health conditions. This, in turn, places additional strain on healthcare resources and can result in inefficient resource allocation.
Moreover, the negative experience of abandoned calls can tarnish a healthcare provider’s reputation and erode patient trust. 27% of total abandoned calls can become a patient for another practice. Patients today expect seamless and rapid communication, and when this expectation isn’t met, they might seek care elsewhere.
Patient Assist: A Comprehensive Solution
Patient Assist is a revolutionary solution with AI-enhanced EHR integration designed to provide high-touch assistance to patients. It aims to deliver a 360-degree view of the patient record, equipping contact center agents and clinicians with the information needed to triage efficiently and expedite the delivery of care.
By integrating advanced AI technologies, Patient Assist tackles abandonment rates head-on. Here’s how:
- Personalized Interaction: Patient Assist offers personalized interactions by understanding patient history, preferences, and needs. This ensures care delivery efficiency, reduces the need for lengthy explanations, and minimizes patient frustration.
- Efficient Triage: With access to a comprehensive patient record, contact center agents and clinicians can make informed decisions about the level of urgency for each inquiry. This ensures that critical cases are prioritized while optimizing resource allocation.
- Timely Responses: Patient Assist’s AI-powered capabilities enable quicker responses, reducing wait times and enhancing patient satisfaction. Quick and accurate responses contribute to a positive patient experience and reduce the likelihood of abandonment.
Conclusion
Abandonment rates in healthcare contact centers are a challenge that cannot be ignored as it puts satisfaction and efficient healthcare delivery at stake. By leveraging AI-driven insights and comprehensive patient records, Patient Assist addresses abandonment rates head-on and fosters a patient-centric approach to healthcare.
A midwestern health system was seeking a solution to improve patient experience for their Nurse Triage service line leveraging their contact center and Epic EHR. SpinSci provided an integration of Epic and the health system’s contact center through a patient detail dashboard for easy identification and verification with context management to Epic. This saved them 43 seconds per call for identifying and verifying patients, reduced average speed to answer from 2 minutes to less than 30 seconds, reduced abandonment rate to less than 5%, and saved nursing staff 5 hours per day combined.
To learn more about Patient Assist or the full SpinSci Patient Access Care solution portfolio, visit www.spinsci.com and request a demo today.
