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Loopback Communications of Dallas, TX, provides follow-up to patients that have been recently discharged from the hospital to identify individuals who may need additional medical advice or services, and to collect satisfaction data about the hospital visit.
Using Interactive Voice Response (IVR) technology and the YouMail visual voicemail platform, Loopback creates telephone surveys that inquire how discharged patients are feeling and gathers their opinions about the medical services they received. Responses are analyzed to determine if a patient requires follow up from a medical professional, and if so, YouMail delivers the patient's recorded comments as text via email directly to hospital staff.
"Using automated voice-to-text services from YouMail , hospital staff gain much more robust and actionable information than that provided by typical surveys, and patient responses can be easily routed to appropriate hospital staff follow up," said Patrick Kelly, CIO of Loopback Communications.
"The use of automated and human-assisted transcription is a perfect combination to maximize speed and accuracy," continued Kelly. "In a medical environment, you can't settle for 65% accuracy, which is what other voicemail systems offer. Our customers require as close to 100% accuracy as possible. YouMail has delivered outstanding transcription accuracy, with most messages delivered via email in less than five minutes."
"With open-ended questions, you can get real insight into the customer experience," said Kelly. "For example, one of our customers is a brand new hospital with spotless rooms and beautiful, serene lounge areas. When patients were asked to comment on their hospital experience, one individual complained that there was no TV in the waiting room! The hospital staff wouldn't have thought to ask about waiting room amenities in a pre-defined survey, but seeing the patient's free-form comments allowed them to fix the situation immediately!" Loopback's applications are helping hospitals to achieve their goals of readmit reduction, risk mitigation and quality assurance. Loopback currently handles approximately 70-100 calls per day for their customers, and expects their call volume to grow to 1,000 - 2,000 calls per day over the next six months, with the help of YouMail .
