Phone trees. Almost everyone has them these days. Yes, they cut down on the expense of having to pay people to answer your phones, but at what cost?
When was the last time you made a call and had a wonderful experience with a phone tree — one that enhanced access and service, and made you feel elated about that company/organization and valued as a customer?
Occasionally, there are phone trees that work. I like that if all I have to do is order a refill on my prescription, I can call up my pharmacy at any time of the day that is convenient for me, punch in the right #s, and it is ready for me to pick up at my desired time.
However, most of the time when I call a business, especially for medical reasons, my needs are not that simple. And frankly, the computer doesn’t cut it. I run into broken branches and dead limbs that limit my ability, waste my time and leave me with a feeling of frustration and sometimes even anger. Is that how you want your patients to feel about your practice?
In this day of increased demands for value, patient satisfaction and accountability, phone trees simply don’t cut it. Patients want a human touch. You may be the best physician in your speciality, but if every time I call, I can’t get a human being and worse yet, have to leave a message that goes unreturned, I will not stay with your practice. And if I am a prospective patient “shopping” for a new doctor, do you think your automated phone answering system will make me feel welcome and want to stay?
There are many things in today’s healthcare system that are broken. Some are quite complex and difficult to remedy. Having a warm human being answer your phones rather than a cold computer is an easy fix, and I would argue an investment that will pay in spades.