When there’s a customer support issue – with our cell phones, cars, banking or online shopping – the answers are not always on a website or app. Sometimes we want or need to call. The experience can quickly get exasperating if we’re transferred multiple times, repeating account information, security questions or other information. Based on previous experiences, there are companies I don’t mind calling for an issue, and those I never want to speak to again. Healthcare providers want to create an environment where patients have a great experience. It doesn’t matter if they are a new patient calling to get information on the practice, or an established patient calling to schedule an appointment, ask a question about a health-related issue or follow up on results.  Whatever the reason for the call, providers want their patients to avoid the pitfalls […]

In the midst of a busy day, it’s not always easy to call my doctor’s office to get advice or schedule an appointment. It’s even harder when I have to leave a message, and I’m in a meeting when the office calls back. Sometimes, it can take hours or even days to resolve the issue. Today’s patients expect more. The experience they have on those calls, and whether everything is resolved quickly and easily, affects their overall experience with a practice as much as interaction during in-person appointments. Through the Allscripts Developer Program, we provide lots of options to help providers connect with patients to help resolve patient questions, issues and needs as efficiently and effectively as possible. Health Desk, by Keona Health, is a tool that can help providers effectively engage with patients calling or asking for health advice […]