As pressure on NHS and health services continues to rise, call recording has never been more critical to the sector.
In the NHS England Customer Contact and Complaints Annual Report 2015/16, it states that 72% contacts are made by telephone. During the same year, nearly 6,000 complaints were logged and more than 18,500 concerns filed. With the majority still opting to use the telephone to make their voice heard, the necessity for call recording in health services, not just to the NHS but the wider sector, is crucial.
Everyone has made a doctors appointment, enquired about a prescription or perhaps received a call from a hospital or medical specialist. Following a call, if the patient’s expectations are not met, no recording means it is your word against theirs. Whether their prescription wasn’t ready or they claim an appointment was rescheduled without warning, a call recording enables you to efficiently double check who said what. In a high pressure environment when a vulnerable or ill patient’s care is of primary importance, this takes the stress out of dispute resolution.
Sometimes, customer grievances lie not with the medical care received on premises but from telephone communication itself. Call recording is vital in providing valuable insight in to the way in which staff speak to patients and visa versa. By listening to your own calls and employing recordings as a training tool, you can establish best practices with regards to verbal communication such as language, tone of voice and enunciation. Are customer complaints higher following a conversation with a certain operator? Are particular words or phrases being misinterpreted? If staff know what to say and what to avoid to communicate more clearly with patients, negative feedback will be drastically reduced, leaving you with less complaints to respond to.
Where time is money, why waste either? Call recording in health services ensures that your team are confident in providing the best customer service to patients over the telephone. Ultimately, this will result in happier staff and better-informed patients, allowing you to invest time, money and resources where you really want to, rather than draining them.