Dr. Annette Richard - Voicemail Case Study

Dr. Annette Richard is a caring general practitioner. Annette loves to be hands on with her patients. She had a secretary who would help her with managing the day-to-day operations of her practice, but it wasn’t what Annette truly wants. She let her secretary go so she could spend more time interacting with her patients.

At the time, Annette had more than 1000 active patients who all wanted her medical advice and knowledge. Annette’s phone was ringing constantly throughout the day, and she could hardly keep up with all of the appointment requests.

The Problem

Dr. Annette Richard didn’t have a secretary, and was fielding all appointment requests herself. The requests were coming through a landline, which could only store 50 messages, and required Annette to be in her office to respond to them. When taking these voicemails, sometimes the person leaving the message didn’t leave their name, so Annette didn’t even know who wanted to book the appointment. She was spending a lot of her valuable time going through voicemails.

The solution

After analyzing Annette’s situation and learning of her systems, how she works and the problems she faces in her day to day operations (Part 1 of our Improved Automation Service), we discovered that Annette was spending a lot of her time reacting to voicemails. We also found out that patients were missing out on potential appointments, because they might have been unable to leave a message due to the 50 message limit on her voicemail.

We researched into her situation, and the various solutions available (Part 2 of our Improved Automation Service). Then we came back to Annette with a plan for how we can save her hours of time a week. We showed her the five options she could choose, and also gave a suggestion on which option we believed to be the best for her.

The benefits of our suggestion allowed Annette to:

  1. Give her patients the best possible service, because she could respond to their requests in as little time as possible.
  2. Read the voicemails instead of having to listen to them, saving her time.
  3. See who left the voicemail, saving her from feeling stressed about not being able to book an appointment for a patient.
  4. View a list of her voicemails on her phone, giving Annette the freedom to help her patients no matter where she is.

Annette was happy with our suggestion of moving to the virtual phone system. When we received her approval, we began Phase 3 of our process; implementation. We then worked hard to forward her lines to the online service, and to set up automatic voicemail transcription of the messages. We also had a professional voice actor record a greeting for Annette.

Phase 4 of our process (training and testing) began once we completed the implementation phase. We showed Annette how to use the app on her phone, and we taught her how she can respond to messages and how to delete them. Then, we ensured the system was working correctly by following up with Annette a day after she began using it.

After our Solution

Annette is now giving her patients even better care than before. Instead of spending valuable time managing voicemails, she is able to actually give the in person advice that her patients want and need.

She is saving 2 hours of time a week. Annette is feeling less stressed, and more in control of her time.

Do you know if you are missing out on potential opportunities to save time and become more efficient? If you think you are, or want to learn about it, please contact us

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