Communicate with patients using common office equipment

Computer telephony is the technology associated with the electronic transmission of voice, fax, or other information using a computer via the telephone. Medical practices are increasingly under pressure to raise the level of customer service they offer while controlling or cutting expenses. Properly used, interactive voice technology will help a practice expand customer contact, reduce operating expenses, and increase staff efficiency. This article provides an overview of one of the most effective uses of telephony for a medical practice-patient communication systems. It looks at the benefits of such a system, lists the reasons for and advantages of using appointment reminders, and provides tips and criteria for buying a system, judging sound quality, justifying the cost, and keeping patients satisfied.