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Enhancing Healthcare Communication with Sentel CA3 Call and Communication Analytics
In the rapidly evolving healthcare sector, effective communication is paramount. The health sector thrives on the prompt exchange of information, timely consultations and the efficient coordination of care. Sentel CA3 Call and Communication Analytics offers an advanced solution tailored to meet these critical needs, providing healthcare providers with the tools to enhance patient care and streamline operations.
Why Call and Communication Analytics Works for the Health Sector
Optimised Answering Performance
In busy healthcare environments, missing a call can mean missing a critical patient need. Sentel CA3 allows healthcare administrators to monitor answering performance closely against targets. By analysing call response times and identifying peak call periods, healthcare facilities can adjust staffing levels and ensure that every call is answered promptly. For instance, if data reveals that call volumes peak on Monday mornings, additional staff can be scheduled to handle the influx, ensuring patients and callers receive timely assistance.
Improved Patient Communication
Effective patient communication is crucial for delivering high-quality healthcare services. Sentel CA3 ensures that all patient inquiries and calls are managed efficiently through detailed call traces and journey analyses. For example, a patient calling for an urgent appointment can be tracked using CLI, from the initial inquiry ensuring missed calls are returned and that the patient receives timely attention.
Enhanced Call Traces and Journey Mapping
Understanding the journey of a call from start to finish can reveal significant insights into patient, caller and call handler interactions and operational bottlenecks. Sentel CA3 enables healthcare providers to trace incoming and outgoing calls and map their journeys, highlighting any issues that may arise during patient interactions. For example, if patients frequently get transferred multiple times before reaching the right department, this data can prompt changes to streamline the call routing process.
Enhanced Freedom of Information Requests
Healthcare providers often handle Freedom of Information (FOI) requests, requiring detailed records of communication for compliance and transparency. Sentel CA3 makes it easier to manage these requests by providing user friendly portal access to comprehensive call logs and communication data via our Explorer fuction. This ensures that all necessary information is readily available, helping healthcare organisations comply with legal requirements efficiently.
Optimised Trunk and Capacity Usage
Managing communication infrastructure efficiently is vital for healthcare facilities. Sentel CA3 provides detailed reports on trunk usage and capacity, ensuring that communication lines are neither underutilised nor overloaded. For instance, if a hospital notices that certain trunks are consistently overloaded during peak times, it can reallocate resources or expand capacity to ensure seamless communication. Underutilisation can mean cost savings.
Streamlined Rebilling Processes
Healthcare providers often need to rebill communication costs to various GP practices and remote sites. Sentel CA3 simplifies this process by providing detailed breakdowns of call usage for each department, site or practice. This ensures that billing is accurate and transparent, fostering trust and accountability.
Peak Time Analysis
Healthcare facilities often experience varying call volumes throughout the day. Sentel CA3’s peak time analysis helps identify these fluctuations and patterns, allowing administrators to allocate resources more effectively. By understanding when peak times occur, such as during early mornings or late afternoons, healthcare providers can ensure that sufficient staff is available to handle the increased demand, reducing patient and caller wait times and improving overall service quality.
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