Phone Calls --> RE: Staff issues

[Guest guest]

Yeah, it's funny how some phone calls can be handled without even answering the phone.

I guess that's why some patients get frustrated when a live person answers the phone.

I hate when I call a business and get into phone tree hell -- and can never figure out which button to push to get to the department I need.

Some clinics have a simple phone tree which I guess is OK. Push 1 to make an appointment, 2 for refills, 3 for nurse, 4 for billing.

I suppose this at least allows compartmentalization of the phone calls so you can answer all the refills in one block of time.

But I still always prefer to get a live person -- so, I have tried to arrange our office to get a live person most of the time.

Either the front desk answers or if it is ringing and ringing, my med-tech answers, or I answer.

Of course, I still get the response from the patient -- "Oh, I didn't want to talk to anyone, I just wanted to leave a message." -- usually requesting a refill or requesting some paperwork be faxed.

The classic response I get when I answer is -- "Oh, hi doctor, I didn't want to talk to you. I wanted to talk to your Med Tech."

How much better service can you get than your doctor answering and saying "How can I help you today?"

:-)

Yet some patients feel uncomfortable asking me.

I guess we are all so used to the phone tree and getting some screening operator, we just don't know what to do with service when we see it.

When my mom calls her Gyn in Houston at a large multi-site clinic -- she calls the central operator line

who then transfers her to the clinic operator at the clinic she is seen at

who then transfers her to the actual Gyn Dept operator

who then transfers her to the Gyn nurse

where she can leave a message

She's never gotten a call back from the Gyn -- only the nurse.

And is usually required to come into the office to discuss the simplest questions.

I guess that is what patients are tolerant of now.

And why patients freak out when the doctor answers and says "Glad to hear from you. How can I make your day better?"

Locke, MD

From: [mailto: ] On Behalf Of Lynn HoSent: Tuesday, February 19, 2008 4:54 AMTo: practiceimprovement1 Subject: RE: Staff issues

Phone calls nearly drove me crazy in a staffless practice for a while. The phone is an instrument of torture for us solo solos which can be tamed by proper patient and doctor training. Over a period of about 6 months, what helped a lot were using alternative means to circumvent phone volume:-on line appointment booking so patients could make their own-email which gives you hard record for your EMR -routing all medication refills through the fax for pharmacies and having the general policy of 'if you are running out, it means I wanted you to come back in for a recheck' And 'asynchronous' communication: ( thanks Gordon for this term, I could never have come up with it) -never answering the phone but letting the in office message machine pick up for all so that your current task is not interrupted. The message directs patients to your website so that they can schedule their own appointment if that is what they want, focuses the patient so that you get just one issue instead of 4. Extra bonus: some calls can be dealt with without having to talk on the phone ( always a blessing!) example prior auths, needs a routine referral for HMO etc, refills - I will send an email after I've done the above just so the patient knows. So now although the phone volume is annoying at times it is usually not unbearable.Phone calls probably went down from 40 / day on busy days (Mondays, after holidays) to 20 / day.On quiet days from 20 / day to 10 / day.Lynn

To: From: compkarori@...Date: Tue, 19 Feb 2008 18:06:38 +1300Subject: Re: Staff issues

Redirect all calls to an answerphone so that you can deal with them inyour own sweet time.On Feb 19, 2008 6:05 PM, <DocSingh760aol> wrote:>>>>>>>> I was told by the "experts" to always verify insurances before the paient is> seen. I don't have EMR but am looking into it fo rthe summer. The problem> is I now have 900 patients and get calls all day regarding prescriptions,> problems, etc.>> If I don't have staff how will I deal with phone calls>>>>> ________________________________> Delicious ideas to please the pickiest eaters. Watch the video on AOL> Living. -- Graham Chiuhttp://www.synapsedirect.comSynapse - the use from anywhere EMR.

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