The March 2024 Issue

LVM Systems

How a Medical Answering Service Can Improve Patient Satisfaction Lessen Healthcare Frustrations

Consider an Internal Rebranding as a Strategic Initiative This Year

By Peter Lyle DeHaan, Ph.D.

Author Peter Lyle DeHaan

Talk to just about anyone today about healthcare and they’ll voice frustrations. Providers are frustrated that they’re hampered from giving the best care to patients. Patients are frustrated with the complexities of navigating the healthcare system and receiving the care they want. They especially balk at automation that seeks to save costs but does so at the expense of personal interaction and what patients want. All, however, is not lost. The venerable medical answering service can help alleviate this frustration and increase patient satisfaction in ways that have been proven over time.

Always Available

Medical answering services operate 24/7. They never close. This means they provide round-the-clock telephone coverage. This includes daytime and evenings; weekdays and weekends; and even holidays.  Given this, when patients have a healthcare concern, they can talk to a real person anytime of the day or night. This produces patient satisfaction:

People listen. Technology can’t—not really.

People can ease frustrations. Technology causes angst more often than not.

Offer Empathy

Another capability which people have and that technology lacks, is the ability to offer empathy. When we’re hurting, we want to be heard. A little bit of empathy goes a long way when we’re not feeling well or have a healthcare concern.

Though technology has the potential to mimic empathy, it usually comes across as disingenuous. But this is where people shine. The medical answering service—staffed by real people—excels at offering empathy and being sympathetic to the plight of patients when they call.

Provide Solutions

Medical answering services can do more than process phone calls. They can also help address certain patient requests.

Consider, for example, appointments. When the medical answering service is connected to a doctor’s appointment system, they can set, change, and reschedule appointments. This serves patients better and saves the practice’s office from dealing with scheduling issues.


          Don’t dismiss the respected medical answering service in a misguided effort to save money. Embrace them as a tool to help your practice shine and help increase patient satisfaction and reduced their frustrations.

Peter Lyle DeHaan is the publisher and editor of Medical Call Center News and AnswerStat. Read more in his latest book, Healthcare Call Center Essentials, as well as Sticky Sales and Marketing.

Featured Sponsor: Triage Logic

TriageLogic is a leading provider of quality, affordable triage solutions, including comprehensive after-hours call center services and innovative online systems for use in both institutional and private practice settings.

In 2005, board certified pediatrician Ravi K. Raheja, MD and Charu Raheja, PhD, saw a need for accurate, reliable, cost-effective triage services in both hospital and private practice settings. After extensive research and investment in the development of proprietary triage software technology, they founded TriageLogic.

TriageLogic is not just an IT company that sells healthcare software. TriageLogic is a healthcare company that creates leading-edge telephone medicine technology based on practical experience and a thorough understanding of the field. Whether a busy private practice in need of a phone triage system or a hospital seeking complete after-hours call center solutions, TriageLogic has a product to meet your needs


Transform Your Leadership and Business with Sticky Leadership and Management by Peter Lyle DeHaan

Become the leader your business needs with Sticky Leadership and Management, the latest book by Peter Lyle DeHaan. Packed with personal stories, eye-opening insights, and actionable strategies, this book guides readers to lead with integrity, passion, and effectiveness.

Sticky Leadership and Management cuts through the noise of typical books to deliver practical advice you can implement immediately. DeHaan draws from his own experience as an entrepreneur, CEO, and call center consultant to provide real-life examples and anecdotes that will resonate with business owners and managers alike.

Through the pages of this powerful book, readers will learn how to inspire others to achieve greater results. Whether you’re a seasoned business owner or aspiring manager, Sticky Leadership and Management is a must-read.

Develop your leadership potential. Get Sticky Leadership and Management to discover the leader you were always meant to be.

About the Author: Peter Lyle DeHaan, PhD—founder of Medical Call Center News—is an entrepreneur and businessman who has managed, owned, and started multiple businesses over his career. He shares his lifetime of business experience and personal insights to encourage, inspire, and occasionally entertain.

Sticky Leadership and Management is book 3 in the popular Sticky Series books, which includes Sticky Customer Service and Sticky Sales and Marketing.

Send us your healthcare call center articles and news for the next issue of Medical Call Center News.

A Thought for Today

The best way to have a good idea is to have lots of ideas. -Linus Pauling