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 […]

I am surrounded by technology that helps me communicate with the various physician practices that help my family stay healthy.  I have three patient-portal logins, two email accounts, various health apps to triage symptoms and have visited numerous websites to get information about potential medical issues. However, despite all these readily available options, I still picked up the phone and called my family’s doctors a half dozen times for little things. I know I’m not alone. In fact, patients are calling their doctors more than ever. Telephone calls to physician practices have increased an estimated 25-50% over the last five years. This is a costly trend for healthcare providers, because it means training more staff to handle issues appropriately over the telephone. Missteps can involve liability, and telephone documentation is scarce. The demand for quality telephone triage has created an […]