One of the global industries with the quickest growth rates is healthcare. It is estimated that the US spends approximately $3 trillion on the industry's expansion, which accounts for up to 18% of the country's GDP. India is estimated to reach $500 billion by 2023 and is increasing at a CAGR of 16.5% to roughly 22.6%. Let's discuss how customer interactions have changed as a result of cloud communication in the healthcare industry.

Technology advances and rising customer demand are to blame for the industry's growth.
But there is a need for better communication as a result of rising customer demand. Keeping the patient informed at all times is essential in healthcare for a stress-free experience even during the most trying situations. It gives a sense of ease to the facility, caretaker and the patient.

As the number of healthcare consumers grows on a daily basis, traditional hospital calling systems are simply insufficient for clinics and nursing homes. This is where cloud telephony solutions in healthcare comes in.
Hospitals
● Tracking customer conversations: Many people visit healthcare call centers with questions, but most don't have a mechanism to record their exchanges with executives.
● Monitoring customer experience: Healthcare establishments are unable to monitor their customer experience due to a lack of conversion monitoring. There is a lot of falsified information, which harms the hospital's reputation. The majority of medical call centers lack a way to monitor the work of the employees.
● Managing outbound efforts: Many healthcare facilities operate campaigns to encourage frequent check-ups, blood donations, etc., but they struggle to manage a sizable client database

Patients
● Making appointments: Despite the availability of several applications, most patients find it difficult to arrange an appointment in a time window that is convenient for them.
● Keeping track of appointments: Patients are frequently not contacted or are alerted late of a canceled or postponed appointment. Regardless of the scenario, this causes discomfort and a negative attitude toward doctors.
● Sending alerts: Most health care facilities must manually phone their patients to remind them of their next planned visit or a routine checkup. Because it is manual, there is a possibility that these notifications will not reach the patient on time.

Diagnostic Centers
● Managing scattered centers: Managing customer communication across all of the centers when they are located throughout several cities is difficult. It is equally challenging to keep track of each's performance.
● CRM integration: The majority of pharmacies and diagnostic facilities lack or have a CRM integration with few features. As a result, patient information and the history of previous communications are lost.

How Cloud Telephony Services Help the Healthcare Industry?
Simple customer (patient) assistance

Healthcare communication is of utmost significance. A hospital phone system should be as simple for a patient to use as feasible. When you use automated IVR assistance and cloud communication in the healthcare industry, you may create a single number for all of your client inquiries.

The appropriate agent is then transferred to receive calls based on a query using a smart routing system. Additionally, the technology allows you to shift calls to the desired physician or healthcare division.

Immediate Service Reminders
Many patients, particularly new parents and the elderly, require reminders of their upcoming appointments. Instead of having to contact or message everyone individually, you may schedule automatic calls and SMS reminders at the same time. This is simple to accomplish using cloud telephony and call center software for healthcare.

This will not only prevent patient no-shows, but will also help you develop a reputation as a caring healthcare facility.

Automated Feedback System
It is critical for a healthcare facility to establish positive patient relationships. Giving the patient a sense of belonging will keep him from looking for other physicians or healthcare bargains in the market. This is when getting first hand input from your patients comes in handy.

With cloud communication in healthcare, it is simple to obtain feedback from patients following each visit. You may set up an automated campaign that collects input from your patients via phone calls and SMS and categorizes it on your dashboard.
Update Patient Records
A normal healthcare facility is also in charge of routinely monitoring a patient's development and medicines. This entails keeping track of the prescriptions given, the tests carried out, their outcomes, and the patient's development over time. Not only would doing it manually increase the likelihood of an error, but it will also be tiresome for the agents.

When using cloud telephony in the healthcare industry, it is simple to integrate patient records with healthcare information management systems (HIMS). It makes it simple for the agents to interact meaningfully with the patients each time.

Reminder for Patients
It is very likely that a patient will forget to submit his samples, receive his results, or even attend the appointment he scheduled a week ago. In this instance, the patient may arrive late or not at all, and the easiest approach to avoid this is to send a fast reminder.

You may set up an automatic reminder call to the patient just 30 minutes before the appointment time by using cloud communication for hospitals/clinics. This provides them time to prepare for the same or to notify you if they need to cancel so you can offer the slot to another customer. Similarly, for sample submission and report collection, the patient might be emailed a brief reminder.

Protect Customer Data
Patients typically don't feel comfortable with even the staff members of the healthcare facility having access to all of their information. They thus require a reliable means of health communication. By investigating cloud communication, you may link your technicians to your patients while keeping their contact information private.

The last chat the technician had with the patient is the sole information available to him or her when calls are routed through Office24by7. This significantly increases the client's trust in your medical facility.
Starting a discussion on time is the first step toward developing a devoted customer community.

The cloud telephony solution is not just available to large-scale healthcare providers. Small and medium-sized clinics, labs, and individual doctors may all benefit from the solution to fuel their healthcare communication.

Office24by7’s best cloud telephony service is extremely scalable and can be quickly integrated into existing systems. It's time to give your consumer engagement a much-needed boost, so get in touch with us on +91 7097171717 or drop an email at [email protected].