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Improve Patient Trust Through Dialogue - STARTEK - ContactCenterWorld.com Blog

Improve Patient Trust Through Dialogue

Trust can be very difficult to regain once that bond has been broken. In the healthcare industry trust is imperative to the patient experience. When someone goes to a doctor or selects an insurance company, they are relaying on them as professionals to guide them in the right direction. It’s human nature to be concerned when dealing with elements of risk and vulnerability. Since patients are given the opportunity to be involve in decisions affecting their health, doctors, pharmacists and insurance specialists need to ensure they are advising the patient correctly and sharing the decision-making process. Trust is a fragile concept when it comes to healthcare. So, how do you earn trust when dealing with such a personal situation? Here are a few tips to get you headed down the right path with your patients.

#1 Establish Credibility

Patients are already dealing with a sensitive situation when it comes to their health needs. If they have to repeat themselves, they clearly are losing confidence in your ability to assist them. Active listening and competence in knowledge are both ways to build credibility. By giving the patient undivided attention your healthcare specialists are able address the concerns the first time instead of causing additional stress to the patient. As your specialist and patient dialogue it’s important to create a clear link between the patient need and provide an accurate solution without creating doubt.

#2 Communicate Clearly

When there’s a lack of knowledge or uncertainty miscommunication can occur between the patient and healthcare specialists. If the patient did not understand what the specialist meant, that confusion could lead to follow-on contacts. One way to avoid this is for healthcare specialists to use dialogue techniques—such as adapting vocal delivery through vocal emphasis, perception checking, and engaging in active listening practices. Patients should feel they are being listened to and given information in a considerate, non-judgmental way; this will help create a trusted relationship. 

#3 Ask Insightful Questions

Teaching your healthcare specialists to address certain assumptions is key during conversation. This can eliminate further anxiety with the patient which happens due to frequent call backs or additional effort because issues were not address in earlier interactions. Specialists should have proper training that helps them identify the root cause of the issue. When trained in dialogue, specialists realize that asking insightful questions is essential to first-time resolution.

#4 Make it Easy for Patients

Generally, patients contact your health specialists’ multiple times if next steps were not clearly addressed within the conversation. So how do you prevent this from happening? Healthcare specialists should use perspective to anticipate future patient effort given their training and experience with the issues. Providing additional information before the end of the call helps the specialists empower the patient to better handle frequent encountered situations.

Next Steps

Your patients are more likely to disclose information when they trust you, which ultimately improves the quality of the interaction. When trust is present patients have a better perception about the care they are receiving. This leads to higher patient autonomy and a more partnered approach to making decisions about one’s health journey. To learn more about creating better relationships with your patients, visit our website at www.startek.com and fill out the Contact Us form.

Source: http://www.startek.com/news/improve-patient-trust-through-dialogue

Publish Date: May 30, 2019 5:00 AM


2021 Buyers Guide Speech Technology

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

3.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.
PH: 8005771872

4.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

5.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
PH: 01442 458300

6.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
PH: +91 99026 10044

7.) 
Nemesysco

InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.
PH: +972-9-9605894

8.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
PH: 412-621-9310

9.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 



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Improve Patient Trust Through DialogueMay 30, 2019 5:00 AM
Hello! How May A.I. Help You?January 24, 2019 5:00 AM
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Press Pause on Conversational Backtracking – Maybe?? Why Reducing Conversational Backtracking is ImportantMay 10, 2018 5:00 AM

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