If you already have a medical call answering service, then you are definitely taking a step in the right direction. You are showing your patients that you truly care for their healthcare by making sure they can always reach someone when they call. However, there is always room for improvement in everything you do with your company. One way you can improve your call center is to make sure you choose an answering service that offers disaster recovery.
Just what is disaster recovery? This is a plan to manage patient phone calls if your facility faces a disaster that leads to closure for a short term. There could be many things that happen like fire, flooding, burglary or inclement weather that could make it where you need to close your facility until it can be repaired. During this time, you must make sure your patients are cared for. If they try to call and they cannot get an answer, they will not know what to do. This is why disaster recovery matters.
In such a situation, your call center will step up to field all customer telephone calls. They will be able to explain the situation, answer basic questions and even redirect your patients to an alternate healthcare facility in the meantime. This type of service should be available as an add-on or as a part of your call center plan. You do not want to leave your patients abandoned even if you have to close your facility for a short term.
You cannot predict when you may face disaster. You are already taking steps to make sure your patients are well cared for even when your facility is closed, but you can make improvements by making sure your answering service has a disaster recovery plan to deal with anything that may happen.