In today’s fast-paced world, accessing quality health care should not be hindered by long hold times and dropped calls. Recognizing this challenge, WELL Health, an award-winning SaaS digital health leader in patient communication, has launched a forward-thinking feature to overcome this hurdle – Call to Text and Abandoned Call feature.
The innovative feature offers a seamless transition from a dropped or abandoned call to text messaging, thus significantly reducing wait times and enhancing patient contact efficiency. This service is now open to all of WELL Health’s hospital provider clients.
The CEO and founder of WELL Health, Guillaume de Zwirek, adds that this feature aims to make the patient’s communication journey effortless. It provides patients the flexibility to communicate via text, based on their preference and convenience.
“The WELL Health Call To Text and Abandoned Call feature helps solve the frustration many patients experience when calling their provider only to wait on hold, get a voicemail or have the call dropped. Communication throughout the patient journey should be frictionless. This new solution helps providers deliver on that promise by giving the patient the power to communicate via text when, how, and where they prefer.”
Guillaume de Zwirek, CEO and founder, WELL Health.
The Call to Text and Abandoned Call feature was first tested by Altura Centers for Health, a Federally Qualified Health Center receiving an average of 18,000 inbound calls per month. The feature proved transformative for Altura, whose diverse patient population includes Medicare, Medi-Cal, private insurance, and uninsured individuals. Remarkably, within the first 90 days of usage, Altura noted a decrease in call abandonment by approximately five percent – almost 1,000 calls per month!
Arnie Reynoso, Chief Information Officer of Altura Centers for Health, acknowledges the prevalent preference for texting among patients. This revolutionary feature enables patients to switch from phone calls to text messages, guaranteeing that important health conversations are not lost due to unavailable call handlers.
“Texting is preferred by many of our patients since they can text for an appointment without having to wait for their break times or even after work hours. The WELL Health Call to Text feature allows patients, who are short on time, to switch their phone calls to text messaging, rather than wait on hold, wait for a callback or just hang up. Moving these important health conversations to SMS/texting allows the patient to respond on their terms and on their timing, ensuring they get the care and answers they deserve from healthcare providers.”
Arnie Reynoso, Chief Information Officer, Altura Centers for Health
This solution is indeed a game-changer for healthcare providers. It revolutionizes call center functionality to meet the evolving expectations of patients for intuitive and uninterrupted digital communication. In fact, Accenture data reveals that 51% of patients would shift healthcare providers for superior customer service. Additionally, over half of all patients expect their healthcare providers to offer digital services – a clear indication that the healthcare communication landscape is swiftly shifting towards digital platforms.
Currently compatible with Jive Voice and Cisco phone systems, the WELL Health Call to Text and Abandoned Call feature falls in line with the company’s commitment to enhancing the patient experience. The company recently partnered with EHR leaders Cerner Corporation and MEDITECH, ensuring that Well Health’s patient-communication solution is accessible to both EHRs’ customers. WELL Health has also partnered with Twilio to help healthcare providers rapidly implement secure patient communications at a time when the need to communicate with patients securely and quickly has never been more critical.
Overall, with the launch of the Call to Text and Abandoned Call feature, WELL Health reaffirms its commitment to tailoring solutions for a more streamlined, efficient, and patient-centric communication experience.
Learn more about Call to Text and Abandoned Calls, here.
