Patient Experience

The Intimate Magic of a Telephone Call

Published 24 June 2019

In a world where patient experience and relationships have had to adapt to the presence of technology, the simple act of speaking on the phone still holds some kind of power. In this blog, let’s rediscover and talk about the potential of the most impactful mode of communication that has been long forgotten in today’s fast-paced Whatsapp age.



Riaz Khan
International Modern Hospital


Well-evolved internal and external communications are the key strength of any organization. And in regard to healthcare, these skills have a positive impact on patient satisfaction, treatment adherence, and self-management. In a service-based industry like healthcare, patient-centered communication is a must for the smooth functioning of an organization which ensures patient satisfaction – leading to great patient experience which in turn leads to an increase in footfall.


The below mentioned are a few steps to ensure maximum optimization of a phone call:

1. How calls are handled at the call Center

The first important step is personalizing the Patient Experience. In our highly digitized and data-driven world, today’s consumers have come to expect organizations to know them. Not surprisingly, patients (who are also consumers) have come to expect this same level of personalization from their healthcare providers. Advanced call center software can help in identifying the number and thus addressing the patient by their name.

2. Fast access to the file

The constant patient follow-up to be done by a dedicated call center or a team of nurses, along with patient-centered communication skills, including post-discharge telephone contact, help to achieve safer transitions of care. All of this can lead to building trust with the patient.

3. Tone of Voice Matters on Phone Calls

It’s often said, “The tone of voice that you use over the phone may be making or breaking your business.” In healthcare, it is most important to make sure the tone of voice is softer as it leads to building trust and making personal relationships. Displaying care, compassion, and kindness while obtaining and providing information to patients should be the main focus. You must be able to demonstrate a level of interest in the collaborative relationship. This will help the patient feel accepted and build their trust in you. Verbal nurse communication skills are of utmost importance.

4. Follow-up call by nurse

The main focus should be on:

  • alleviation of symptoms
  • instruction on taking the drugs
  • update regarding follow-up appointment

The driving force for the success of any organization is strong follow-up.

1. The Power of addressing negative feedback

Immediate action should be taken by the customer care manager, and if the issue is not resolved, then it should be escalated to senior management until the issue is resolved. The objective here is to realize the potential and power of a personal call. A personal call is the fastest way to ensure the changing of an unhappy customer to a happy customer.

2. Thanking for positive feedback:

Positive feedback is valuable information that will be used to make important decisions. A piece of positive feedback can help an organization make their best even better. So it’s extremely important to thank the patient for positive feedback because it creates a circle and chain of mutual admiration. Make that person feel special by thanking them for being a customer; this will ensure long-term loyalty.


3rd Annual
International Patient Experience Summit & Eminence Awards
11 - 12 Sep 2019 Dubai, UAE