Importance of Message Call Reports

Reporting has become one of the top requirements for businesses in any industry because this is where valuable information can be reviewed, evaluated and turned into actionable decisions that can make the company more successful. Even in the healthcare industry, the need for quality reports is present from patient volume and satisfaction to the answering service that is being used to catch calls during the day and after hours.

The best healthcare answering services offer reports for their clients but it is important to see what information these include, what is required to get them and are they included in the flat monthly rate cost. Some of the top reports requested are those that show peak calling times by the hour (or higher-level view), breakdown of request options (if this is part of the customization) and usage comparison over time. Each of the reports show a different perspective of how the service is being used which gives the staff valuable information about their investment into this resource.

It is not enough to just give patients access to medical telephone answering services if they don’t work properly, don’t provide the options needed or are constantly dropping calls and losing messages. Reports and customer feedback can help staff determine if the customization of the service meets the needs or if it needs to be enhanced to offer additional detail, more options or easier selection indicators. There should also be a report that indicates how many messages are being delivered to the office on a daily basis so that appropriate staffing decisions can be made if the volume begins to increase and to verify if the numbers are accurate based on what is actually being received.

The healthcare industry is a unique ‘business’ because it deals with sensitive and personal information and questions related to prescriptions, medical situations and other matters so it is important that this follows regulatory privacy standards. One of the most valuable benefits of quality reporting is so the business can make sure that they are spending their money in the right place. If the vendor isn’t delivering or the reports aren’t showing a positive effect then it may be time to make a switch and find an answering service that can work more effectively for the healthcare facility.

The first step to checking out the many medical answering service options is to go online and see which ones are at the top of the list. Free demos are a great way for the office to experience the service within the organization for a short period of time to see how it works and determine whether it meets the needs. During this time, ask about the reporting features and request to see examples of what they provide, the frequency and what is covered under the standard package vs what is offered as an enhanced feature. It may be worth the extra money later on to get more detailed reporting for evaluation and analysis purposes but start with the basics at the beginning until you have used the service for a period of time.

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