Healthcare Helpdesk Software: A Boon For Healthcare Customer Service
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Healthcare Helpdesk Software: A Boon For Healthcare Customer Service

Read about the role of the helpdesk in healthcare customer support and how it benefits healthcare organizations.

Sanjoli Jain

26-08-2021

5 Min

Nowadays, patients make healthcare decisions based on the customer service experience they receive. They measure the cost vs. benefits and services ratio all the time. And these benefits are not only in medical terms but also based on the responses they get from the said healthcare department (lab staff, nurses, admin staff, etc.) They need readily accessible health-related information and want a frictionless appointment scheduling process.

Amidst the rising patient expectations, improving customer support in healthcare is a sure-shot way to touch the patients’ hearts. Customer support in the healthcare industry demands proactive and transparent interaction between healthcare providers, patients, and other involved parties (lab staff, nurses, etc.) It is crucial to keep an active patient-centric approach and deliver the optimal level of care. That’s when the healthcare helpdesk software can come to the rescue.

Organizations related to healthcare need to raise their standards of engagement with their patients. They can do this by implementing various modes of communication, providing easily accessible healthcare information (or a self-service portal), easy documentation, and other such methods. Besides this, as we walk through the COVID-19 pandemic, the need for a contactless healthcare helpdesk has become crucial now more than ever.

This is precisely where healthcare helpdesk software comes into the picture. A healthcare support portal can help keep track of healthcare-related queries, provide correct information, share reports, acknowledge your patient’s questions, and answer them accordingly. Employing helpdesk counts as another pragmatic approach towards improving healthcare customer support. Read further to understand how you can improve customer satisfaction in your organization through healthcare helpdesk software.

Let’s begin!

What Does Providing The Best Healthcare Mean?

Patients are always looking for top-notch care when it comes to healthcare. Due to the misconception of quality care being expensive, they are careful while picking a hospital for their treatment.

In simple terms, quality healthcare means providing a patient-centric experience. This includes providing healthcare in an affordable, safe, efficient, and effective manner. And this is not just treatment-wise. It includes everything right from the moment the customer enters the hospital.

The best care is the one that encompasses quality care along with focussing on providing timely customer support assistance.

Best Care = Patient-Centric Approach = Quality Medical Care + Quality Assistance

For example, let’s say a person visits a physiotherapist for their tense physio treatment. The physiotherapist uses their best equipment, provides an efficient treatment, and shares cautionary tips for the future. The first session goes very well. But, on the day of your next session, the hospital misses to inform you that the doctor is not available. You find out only while you reach the hospital. Disappointing, right! Not the best customer service experience!

Therefore, the best healthcare experience should always involve quality customer assistance.

Role of Helpdesk in Healthcare Customer Support

When it comes to healthcare customer support, every employee has a supportive role, even if not interacting with the patient. The focus should be to provide the best experience that you can. Helpdesk software is a multidimensional resource that can help you take complete control of your customer support activities.

It streamlines the entire process and helps provide quality and on-time medical care. Let’s have a look at some advantages of implementing helpdesk software:

1. Builds In-team Coordination

When multiple specialists are working on the same case, missing even a small piece of information can lead to deadly consequences. Healthcare helpdesk software can save this from happening as it offers a seamless flow of operations.

It ensures complete coordination between doctors, labs, and multiple specialists working on the case. It lets you create tickets where doctors and other specialists can discuss private notes and track the case’s status.

2. Patient Registration Management

The days of yore are gone! Patients no longer need to wait in lines to collect forms, fill them up, and then again wait in line to submit them. Nowadays, patients can send emails or register their queries through the web. A healthcare helpdesk system lodges these inquiries in the form of tickets.

This creates an efficient mechanism to register patients. Authorities can take action according to the priorities and criticality of the case. They can then assign respective departments to handle and monitor the entire case and workflow of the case.

3. Effective Communication

Effective communication is essential to provide the best medical support. Staying in touch with patients regarding checkups or medicines is utterly essential. But, it would be highly inconvenient for the patient to visit the hospital every time they need help. In this case, healthcare helpdesk software can help you provide the needed solution to your patients.

The healthcare helpdesk software eliminates the need for patients to visit the hospital again and again. They can mail their queries to the concerned person. The helpdesk software can automatically register these issues and assign them to the concerned person.

4. Patient Focussed Solution

Nowadays, healthcare providers look forward to increasing focus on the overall satisfaction of their patients. Healthcare organizations constantly look forward to upgrading themselves, and the digitization of healthcare has made this even more accessible.

Healthcare helpdesk software enables organizations to provide a patient-focused solution. It eases all the tasks from simple day-to-day operations by administrators to proactive healthcare reminders by doctors. The multi-channel approach ensures that the patient has multiple ways to contact the hospital. They can choose a medium of communication of their choice and get information whenever they want.

5. Patient Feedback

According to a study conducted by the College of Technology at Eastern Michigan University:

The improvement in patient engagement is associated with better patient-centric health outcomes.

To understand methods to improve customer support in healthcare, you need to ask your customers regularly about the changes they’d like to see. You need to uncover their pain points. In fact, you can attain massive benefits by asking patients to rate their overall experience of interacting with your staff.

It is essential to know whether your patients are satisfied with your customer support or not. You can send them feedback forms post-treatment to find out the impact your services leave on them.

6. Self-Service Made Easy for Patients

Often, the administrative staff or other team members end up answering the same question repeatedly. Some standard information can be unified and written in the form of knowledge base articles or FAQs.

For example, the admin staff does not need to answer all insurance providers a particular hospital accepts. Or they do not need to answer what kind of form a patient should fill up to settle disputing bills. These kinds of queries can be put together in a knowledge base and made available to everyone who wants to access the information. You can create these guides and FAQs for your internal teams as well.

7. Centralized System For All Tasks

A hospital has multiple departments, and it can get a little tricky to manage all the infrastructure and IT-related issues. Moreover, there could be multiple issues pertaining to various teams and departments. But, a healthcare helpdesk software can make sure that the issue goes straight off to the concerned team. This will also help you categorize the issues based on priority.

Effective use of the healthcare helpdesk software can help you streamline medical operations, ensure continuity, save time, and deliver quality healthcare to the patients who need it.

DeskXpand: The Ideal Choice of Healthcare Industry

Healthcare helpdesk software allows customers to be in touch with the provider’s office 24*7. They do not need to wait for office hours or be on hold on the phone lines to resolve basic ground-level issues. Patients can access their health information from the respective providers, access their medical history, and seek advice and treatment all from one place. It can also streamline the medicine management process, which eventually leads to better healthcare.

Regardless to say healthcare helpdesk software is indeed a boon for healthcare organizations. So, now that you know all the benefits of implementing helpdesk software for your healthcare organization, it is time for you to provide a well-coordinated helpdesk to your patients.

DeskXpand is a robust, secure, and flexible healthcare helpdesk software. It lets you connect seamlessly and understand all your patient data—wherever it lives. DeskXpand is known for its scalability and its flexible personalization features. We can help you configure your workflow on the channels of your choice and empower you to serve a top-notch digital healthcare experience to your patients.

We are ISO27001 certified healthcare portal experts with 14+ years of industry experience. Request a personalized demo to know more.

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