Tag: iPlum

Promoting Better Customer Service During a Pandemic

Pankaj Gupta

By Pankaj Gupta, CEO, iPlum

During the early stages of the pandemic, many health providers and patients saw the flaws with healthcare customer service. Patients engaged in rounds of “phone tag” with their doctors, or they accepted a three or four day wait time to hear back from MyChart messages. Smaller providers with paper records struggled to provide access to information for patients who understandably did not want to visit an office during a health crisis.

Chat, email, and phone channels exploded with patients who wanted to learn more about the new virus. The pandemic accelerated digital change and connectivity, leaving many in healthcare unprepared. They had to implement new technology at scale, including videoconferencing, EHR access and other improvements, all while managing HIPAA compliance. As the pandemic continues into the fall of 2021 and beyond, healthcare providers need to evolve their digital offerings.

They need new technology that isn’t a short-term fix but sets the industry up for a more connected future of more satisfied and healthier patients.

Leveraging Technology for Integrated Healthcare

Many physicians and staff call patients using their mobile phones but would block the caller ID for privacy reasons. However, the patient can’t call the healthcare provider back on this line. It doesn’t enable easy back and forth for setting an appointment or double checking a course of care. This dynamic means a less open patient and provider relationship that lacks a personal touch. With a better relationship, patients often see improved engagement with their provider, leading to improved outcomes, fewer mistakes, or misinterpretations, and less legal exposure for the provider.

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