What's Happening?
Healthcare providers are increasingly focusing on improving patient experience by modernizing their contact centers. Johns Hopkins Medicine has successfully reduced call volume and operating costs using Avaya's contact center solutions, which allow staff
to better assist patients with complex needs. The shift towards enhancing patient experience includes adopting technologies like ambient listening, which helps physicians focus on patients rather than note-taking. This cultural shift is not seen as a productivity gain but as an opportunity to improve patient satisfaction and provider work-life balance. As more patients receive care at home, healthcare systems are ensuring that patients can easily get their questions answered, especially as more devices are sent home with patients.
Why It's Important?
The modernization of healthcare contact centers is crucial as it directly impacts patient satisfaction and outcomes. By adopting AI and online scheduling tools, healthcare providers can reduce no-show rates, potentially saving millions annually. This shift also improves the employee experience, allowing healthcare professionals to focus more on patient care rather than administrative tasks. As healthcare increasingly adopts AI, it faces challenges such as data silos, privacy concerns, and costs. However, successful implementation can lead to significant improvements in patient care and operational efficiency, making it a vital area for investment and development.
What's Next?
Healthcare providers are expected to continue integrating AI and modern technologies into their contact centers. This includes experimenting with AI-powered call transcription and summary, which can enhance the focus on patient empathy and problem-solving. As the industry navigates data privacy and cost concerns, providers will likely seek solutions that balance technological advancement with security and affordability. The ongoing evolution of contact centers will play a key role in shaping the future of patient care and healthcare delivery.
