atcomsystems.ca/forum Forums General General Telephone & Systems Information Communication Tips for Busy Medical Offices

One of the companies we work with did a great write up on the communications issues facing a busy medical office and they referenced us!

Check it out here: Studies have shown that providing e...ing the perceived wait time for patients

When we implemented call backs, the sites really like it. You just got to be carefull about staffing to handle the call backs. I've seen locations get overwelmed when first putting the system into place.

We used to do a little experiment with customers that were on the fence about MOH devices. We'd get them to call a couple of test numbers we had set up, be placed on hold and try to guess how long they'd been on hold. One line had MOH, one line didn't. In cases where the line had MOH, the caller guessed about 45 seconds to a minute. On the line with NO MOH, the caller swore up and down they had been on hold 5 whole minutes, and had almost believed they had been cut off. In both cases, the callers were actually on hold for 30 seconds. It' was much easier to convince a customer that an MOH device with ad copy and marketing info would be vastly superior to customers hearing dead-air, fearing they'd been cut off while waiting.

I would refuse a customers request to use a Radio as a MOH device. There is not much worse than listening to an analog radio not tuned correctly.