The Power of the First Phone Call: Factors Influencing Patients' Likeliness to Return to a Medical Practice

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35%

say they are not likely to return for care based on their initial call.

While healthcare organizations are good at measuring patient satisfaction, until now, there has been no research on how phone encounters effect the patient experience. This paper analyses nearly 2,000 calls to medical facilities to learn what factors influence whether a caller would choose to call back for future services. A startling 35% of callers say they are unlikely to call back. This paper analyses why they would or would not return.

4 Areas Examined

Greeting

Communication

call_end

Closure

Appointment Access

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