Establishing Reliable Customer Communications in the Healthcare Industry

In our increasingly digital world, many services can now be completed through apps, automated chats, or web forms. This convenience suits our daily needs, allowing us to handle everything from banking to shopping without needing to interact with another person. However, when it comes to significant transactions—such as financial decisions, legal arrangements, or health-related matters—most consumers still prefer the assurance of phone communication for verification and the exchange of critical information. This preference is especially pronounced in the healthcare industry, where phone calls play a vital role in ensuring patients feel supported and informed.

The Value of Phone Calls in Healthcare

The healthcare industry, which often deals with life-or-death situations, relies heavily on phone calls as an indispensable and trusted means of communication. Recent studies reveal some compelling statistics:

88% of healthcare appointments are scheduled by phone. This underscores the personal nature of healthcare; patients value speaking directly to someone when arranging appointments for themselves or loved ones. (Source: Sequence)

76% of patients reported making calls at some point during their healthcare journey. This reflects a growing trend, with a 9% increase from the previous year, as patients prefer phone calls over online research for gathering information or clarifying questions. (Source: Invoca)

These statistics highlight that phone calls are not just a communication method; they are essential for providing trustworthy service in the healthcare sector and crucial for business growth.

The Importance of Authentic Connections

Patients often seek authentic connections, and phone calls provide that personal touch that text-based interactions lack. This genuine connection is vital for patients feeling supported and trusting their healthcare providers. A phone call can convey empathy, understanding, and reassurance—elements that are hard to replicate through written communication. Whether it's booking an appointment, deciding on a service, or continuing care, effective phone communication is key to patient engagement.

Moreover, phone calls allow for immediate feedback and clarification, helping to resolve any uncertainties that patients may have. This real-time interaction fosters a sense of security and strengthens the patient-provider relationship.

Maintaining Trust Through Availability

Healthcare providers must ensure their availability via phone to maintain trust and provide reliable services, which are critical for retaining and attracting clientele. In an industry where patients often seek guidance and support, being reachable is paramount. If patients cannot connect with their healthcare provider when needed, it can lead to frustration and diminished trust in the service.

The ability to communicate effectively over the phone also has implications for patient outcomes. When patients feel that they can reach their healthcare providers easily, they are more likely to follow through with necessary appointments and treatments, contributing to better health outcomes.

Why Aren’t Your Patients Answering Your Calls?

Despite the importance of phone communication, many consumers are inundated with spam calls, leading to a general distrust of incoming calls. According to recent surveys from Transaction Network Services (TNS), nearly 75% of consumers avoid answering calls from unknown numbers, fearing they may be spam or scams. As a result, important calls may be ignored, and healthcare providers can miss valuable opportunities to connect with patients.

In light of this challenge, it’s essential for healthcare providers to equip their businesses with tools that cut through the noise and deliver trusted calls. One way to combat this issue is through the implementation of branded caller ID services, which help identify the calling party and reinforce trust in the communication. In contrast, TNS reported that 78% of Americans are more willing to answer a call with familiar and trustworthy branding. (source) 

Empowering Your Outbound Calls with NumHub

The key to restoring trust in outbound calls lies in number ownership. By having control over your brand, data, and services, you can enhance the credibility of your communications. At NumHub, we provide the tools and technology necessary to verify your identity and connect effectively with your customers.

With NumHub’s number ownership, you gain control of:

Brand Identity: Protect your brand by verifying your right to use your phone numbers. This ensures that when you call, patients can easily identify you as their trusted healthcare provider.

Brand Integrity: Monitor call journeys to ensure successful delivery. You can track how your calls are received and make adjustments as needed to improve the patient experience.

Brand Protection: Achieve broader delivery to handsets than any other branded caller ID provider. This means your calls are more likely to be answered, improving your connection rates.

Mitigation: Identify problem carriers in the call path to enhance brand delivery rates. By addressing potential issues in your communication strategy, you can reduce the likelihood of calls being misidentified as spam.

Outbound Calling as a Vital Component of Your Business

Outbound calling is not just a routine task; it is a vital part of your healthcare business. In an age where consumers are bombarded with spam and fraudulent calls, gaining trust has never been more important. Whether you’re looking to verify your outbound numbers or enhance your brand visibility, NumHub has the solutions to help you succeed.

Conclusion: Ready to Take Control?

In summary, reliable customer communications in the healthcare industry are more important than ever. Patients rely on phone calls for scheduling, information gathering, and support, and as healthcare providers, it’s crucial to ensure that these communications are effective and trustworthy. 

Explore our solutions today to elevate your outbound communications and enhance your patient engagement! With NumHub, you can ensure that your calls are trusted, secure, and effective, ultimately leading to better patient relationships and improved healthcare outcomes.

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