Posts tagged Patient Satisfaction

Contact centers notoriously have a hard time keeping agents, and the high turnover rate often contributes to some contact centers feeling like the ugly stepsibling of the healthcare system family.

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Every member of our team has a consultant horror story, and for the most part they sound the same. A recent college graduate with very little work experience came in, spent a lot of time asking exasperating questions, told us we had problems that we already knew about, and then left, leaving behind a giant binder of “solutions” that was never opened again. Why then did we choose to become them?

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When talking about mobile health, focus often drifts towards patient-facing apps and technology, but that’s not even close to describing the full scope of mobile healthcare. An abundance of apps and tools now exist–some estimates place the number at 95,000–to help healthcare providers, and the technology developments allow for some amazing new opportunities.

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We’ve written before about how start-ups are changing healthcare, and much of that comes from the recent influx of accessible technology. Smartphones didn’t just change the way we communicate, they’re changing the way we do healthcare. For that reason, we’re dedicating all of April to looking at Mobile Health.

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Contact Center ROI month is here, and we have plenty of information to share. We know there can be confusion about the many ways to measure contact center performance, but it’s important to understand the differences between them in order to encourage meaningful action. It’s common to confuse these key terms, but let’s set the record straight.

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At Singola Consulting, a big part of our contact center work comes from helping clients realize their investment. While ROI is a great tool to figure out if the contact center is financially successful, we also know that ROI, done right, can be an indispensable tool to support their patient satisfaction and engagement strategies. And at Singola, it’s all about the patient.

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There’s no denying it, America is in a full-blown startup craze. Combined with the Affordable Care Act’s new rules and regulations, more and more entrepreneurs look to healthcare as the place for the next big thing. With estimates placing the value of the healthcare industry at $2.8 trillion, they might be onto something.

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Not a day goes by without someone in our organization reminding the others: keep the patient at the center of every decision you make. It’s easy to get caught up in the nitty-gritty of a healthcare organization and forget who it’s for, and remembering that we’re helping people get better care drives us all to work harder and do better…

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