Automated phone systems offer much more than just financial benefits, however. For most physicians, the influx of managed care means more referrals, something that phone systems can help manage. The most sophisticated phone systems can even conduct patient surveys and give patients test results. Dorothy B. Sweeney, vice president of The Health Care Group, a Plymouth Meeting, Pa.-based consulting firm, said that many physicians would prefer to have a human voice answering their phone, but that reality dictates that they at least consider automation. An automated system can prevent the need to add more staff, which saves money.
Cost is another factor for physicians considering updgrading their phone system.
Inbound vs. outbound Generally, automated systems fall into two broad categories, outbound and inbound, although some systems incorporate features of both. Outgoing systems can automatically call patients, usually a day or two before an appointment, and remind them of the date, time and location of an appointment. By using their telephone keypad, patients can confirm their appointment, cancel an appointment or leave a message for the office staff. Each morning, most systems run a report detailing the results of the calls, a process that takes about 15 minutes. Physicians' offices more commonly use inbound systems that provide patients with a menu of options when they call the office.