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. While inbound systems typically offer from one to seven choices, Ms. Sweeney recommends that physicians limit the number of choices. Typical options include appointment scheduling, billing, the ability to talk to a nurse, directions to the office and prescription refills. One of the most important features, Ms. Sweeney said, is an emergency option that puts patients through to a desk that is always staffed.
Some phone systems combine both outbound and inbound calling features.
Sophisticated systems can provide appointment reminders, conduct patient surveys, report lab results and remind patients to take their medications. Some can also aid in disease management, according to Vaughn O. Leirer, PhD, president of Los Altos, Calif.-based TeleMinder. It records the patient responses and generates a report that goes to the physician. It's preemptive in its approach to care and saves both the patients and the physicians money. Typically, the inbound functions of these systems are just as complex as those found in outbound systems.