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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.


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#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 Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

4.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

6.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 



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