Dear Patients and Colleagues
You likely have noticed that we have switched to an internet-based patient intake process. We did this for one simple reason — to improve the quality of our communications. As you may be aware, we have multiple offices in multiple counties, will soon have nine EP physicians and eight nurse practitioners, and will be providing EP services at 13 hospitals. It recently became apparent that, no matter how hard we tried, it was getting nearly impossible to effectively route verbal phone calls and voicemails to the correct person in a timely manner. Our office was handling over 250 phone calls a day. Patients would often experience delays in callbacks or fail to connect with the correct person despite several calls. At times, non-clinical staff would be asked to opine on clinical decisions during phone interactions. Similar frustrations applied to our hospitals and referring physician offices.
Thus, after a very successful trial period, we have elected to switch to an entirely internet-based patient and hospital communication method. With our form system, we can now ensure that all patients and staff receive a timely callback — and from the correct person who will be prepared to address the concern. Also, should someone not receive a callback, we can track why this did not occur and appropriately train staff to prevent it from happening again. In the rare case where you fill out a form and do not receive a callback, we can track the issue. Should this ever occur, simply fill out another form noting that you never received a call from us — we have built an AI-based agent to flag that concern and notify our managers so that the original dropped issue can be promptly addressed with you, and the cause of the dropped form can be tracked and corrected.
Most new restaurants, airlines, and tech companies have switched to exclusively internet-based customer communication methods, and this is simply a reality of the complex modern age we live in. Thank you for understanding this. We look forward to taking care of your health and seeing you soon!