Speech Analytics for Healthcare: Improving Patient Experience

Speech Analytics for Healthcare: Improving Patient Experience

Article written by guest blogger Catherine Landers

Customer experience has never been the same since technological innovation became the norm, bringing with it a wealth of advancements across various industries. From the use of Virtual Technology in education, to automation filling the gaps in banking, we are finding newer and newer ways to increase productivity and make work and lives easier through technology. True enough, healthcare is not exempt from this transformation. 

This ever-evolving sector deals with countless challenges on a daily basis, which different forms of technology — such as wearables for patient monitoring and virtual reality for training would-be doctors — aim to address. As the health industry continues to adapt modern methods, Maryville University’s industry outlook for healthcare managers touches on the increasing importance of proper tech solutions that cater to patients’ individual needs. When tackling the subject of human health, efficiency and accuracy are crucial, and could very well be the things standing between life and death. On that note, a service that can provide healthcare workers with meaningful insights about patient interactions while also improving patient experience can only be advantageous. This is where speech analytics can come in. 

A solution that gives healthcare organizations valuable insight into interactions between patients and call center representatives, speech analytics can be the key to improving the patient experience. Here are some reasons why:

Immediate data collection

Obtaining important healthcare information no longer just happens face to face. More often than not, patients choose to drop a call or send a message before popping in the clinic for a check-up. Or worse, they self-diagnose using their own internet resources. Not only does this have the potential to be scarily inaccurate, but this also allows data to get easily lost in translation. Speech analytics can address all these needs, and more. A comprehensive system such as Versadial’s call recording and monitoring solutions can record incoming and outgoing calls so it can be accessed by representatives anytime, without having to bounce information from others back and forth. A more streamlined call service for healthcare providers can encourage more people to phone in for their inquiries, thereby lessening the chances of them self-diagnosing online.

Help providers stay compliant

In the healthcare industry, there can be a lot of red tapeFrom the HIPAA to other regulatory requirements, speech analytics can help healthcare providers keep up with their compliance duties. Because this type of tech provides automatic transcription, it allows for compliance monitoring in real time and helps identify relative compliance risks. On top of this, it gives immediate guidance to agents during an interaction so they can instantly address any problems. 

Utilize patient feedback

In an article on The Wall Street Journal, a personalized experience with doctors and healthcare providers ranked as the most important aspect of healthcare to patients. In clinics and hospitals everywhere, impersonal interactions are no longer welcome and patients have a desire to be heard and understood. With that, it becomes all the more significant to take patient feedback into consideration, especially with all the scrutiny that healthcare providers face everyday. Speech analytics can automatically monitor and analyze patient interactions across all channels — whether via a phone call, live chat, social media, or email. It can map out the entire patient journey, allowing providers to pinpoint areas of improvement and build towards an overall better customer service.

Determine root cause of issues

In line with the feedback loop that speech analytics creates, it assists in uncovering the root cause of problems that lead to the dissatisfied patients. This way, providers don’t have to stick with band-aid solutions. To really stay competitive, speech analytics can help address patient concerns and make sure each agent is properly equipped with the information and skills to resolve the issues at hand. This results in them being able to retain their patient base while dramatically reducing operational expenses that can occur further down the line. 


Article written by Catherine Landers

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