VoIP (Voice-over-Internet Protocol) is becoming the standard mode of communication in many businesses worldwide, and it can offer particular benefits to healthcare providers. Below are the main ways that VoIP is changing the face of healthcare processes and what this means for service users. 

Reliable Mode Of Communication

VoIP relies on a broadband internet connection rather than a phone line and so is intrinsically more reliable, as well as offering better sound quality for voice calls. For users and patients, the system means avoiding the frustration of getting caught up in a cycle of directed calls, waiting in call networks, or experiencing dropped calls, making it a much better option than standard telephone service provision.

When using VoIP, a virtual assistant can direct and re-route calls in cases where a staff member is not available, meaning patients spend less time waiting on the phone. There is also provision for calls to be temporarily rerouted to another office, for example, if the receptionist needs to be away from the desk for a short period, rather than these calls being directed straight to voicemail, which can be frustrating for patients. Read the full article here for more information on how incorporating VoIP technology can improve communication and build trust between patients and medical staff and facilitate easier remote physician appointments, reducing the number of in-person visits to a clinic or other medical facility.

Data Security

Protecting patient details is of especially vital importance for healthcare providers to keep safe the health records and personal details of their users: particularly sensitive information is a key element of the data held by providers, and maintaining confidentiality is vital. A VoIP can work perfectly in this regard, too, as these services feature intrinsic encryption as well as a raft of other security measures to protect data.

Group Paging

This facility is really useful for healthcare providers as it allows administrators and medical secretaries to disseminate information quickly and easily which means faster response times and acts as an assurance that the message has been received by everyone who needs it.

Increase Productivity

Doctors’ offices are known for their constant busyness. VoIP systems are not only simple to use but also incorporate a range of features that can make staff’s lives easier and the whole service run more efficiently. For example, some VoIP providers allow users to transfer voicemail messages directly from one mailbox to another: this can be a really useful way to move a message that has come into reception straight into the relevant doctor’s inbox, negating the need to transcribe it. These can then be retrieved in the form of an email, if required, for even greater convenience.

VoIP technology also allows those working in the practice – either onsite or remotely – to view the availability of other staff members, meaning that less time needs to be spent in trying to track down an appropriate member of staff to transfer a call to the system will show whether a particular nurse, for example, is available, on lunch, or on another call.

Patient Experience

There are numerous ways that using a VoIP can enhance the overall patient experience; as well as more effective call handling, the ability to integrate other systems into the VoIP provision means that receptionists and medical staff can potentially access all of the patient’s details, including medical history, past visits and list of medications being taken, on one screen, rather than needing to have multiple screens open to be able to view all the required information. This promotes a better and more efficient provision of care.

Healthcare providers can also use VoIP to automatically direct calls to a certain member of staff or department based on caller ID, meaning that patients who have a named doctor or clinical team, or those who are struggling or dealing with certain conditions, can access the support or advice they need without needing to go through a call network system. This is especially useful to support those patients who may be particularly vulnerable and ensure that their needs are consistently met.

In the case of emergency calls, a VoIP system allows the receptionist to page a doctor, who is then able to pick up the call using any phone in the office.

Mobility

VoIP technology allows doctors to be able to access their voicemail messages anywhere that there is an internet connection, which is very useful in a range of situations, such as that where a patient has an urgent medical need or where a doctor is unable to get into the clinic. Changes to the VoIP system can be made remotely, too: for example; the office manager could change the phone’s greeting and alter routing from home or when working at a different site. 

For other staff members who frequently work across different sites, VoIP is an excellent option as it doesn’t require these members of the workforce to have a dedicated desk and phone line: as long as an internet connection is available, they will have full access to the network and their messages.