Category Archives: Issues

Table of Contents by Issue

December 2022 Issue of AnswerStat

Read the December 2022 issue of AnswerStat, the information hub for healthcare contact centers.



Feature Content:

Case Study: MD Anderson Cancer Center, the Technical Side of Operators Working from Home by Nicole Limpert
At MD Anderson Cancer Center, having a redundancy of operators on-site ensures normal operations without any interruptions. . .  << read more >>

Vital Signs: Integrate Your Call Center, by Peter Lyle DeHaan, PhD
Pursue these integration initiatives to make your call center operation more effective and be a better place to work. . .  << read more >>

Guest Column: Who Owns Me? by Robert Kobek
Work with the patient throughout their journey by asking them about their experiences and use that information to enhance the patient experience. << read more >>

Ten Years Ago: The Expanding Markets for Healthcare Call Centers, by Monica Corbett
Healthcare call centers can become the nerve centers and personnel resource for the telehealth industry. . .  << read more >>

Industry News

Send us your healthcare call center news for consideration in the next issue of AnswerStat.

Marketplace Directory: AnswerStat Directory of leading Healthcare Contact Center vendors:


About AnswerStat
AnswerStat is the information hub for healthcare contact center news and resources, published specifically for hospital and medical contact centers and distributed free to qualified readers, decision -makers, and influencers at hospitals and healthcare contact centers worldwide.

Contact us for more information.

October 2022 Issue of AnswerStat

Read the October issue of AnswerStat, the information hub for healthcare contact centers.



Feature Content:

Addressing Healthcare Workplace Violence with Integrated Contact Center Software and Secure Messaging, by Nicole Limpert
Technology used by a healthcare organization’s contact center should be part of a violence prevention program. As the communication hub, they have the tools and needed contact information . . .  << read more >>

Multichannel Contact Center Scheduling, by Peter Lyle DeHaan, PhD
For the best staffing results, develop a multichannel contact center scheduling strategy. Then use a scheduling solution to implement it . . .  << read more >>

Vendor Case Study: LVM Systems Completes 2022 System and Organization Controls (SOC) 2 Type 2 Examination
Caretakers of patient data healthcare organizations need a contact center that meets SOC 2 standards for security, availability, processing integrity, and confidentiality . . . << read more >>

Vendor Spotlight on Patients-Count: Measure to Manage the PX Journey 
Track key performance indicators (KPIs) of your contact center staff to better understand and improve the patient experience (PX) . . . << read more >>

Ten Years Ago: Why Your Nurse Triage Needs to Be Integrated with Your Clients’ Systems, by Dr. Ravi Raheja
With the proper triage and integration technology, the call center can lead the effort to provide coordinated, efficient care and help the community they serve . . . << read more >>

Industry News

Send us your healthcare call center news for consideration in the next issue of AnswerStat.

Marketplace Directory: AnswerStat Directory of leading Healthcare Contact Center vendors:


About AnswerStat
AnswerStat is the information hub for healthcare contact center news and resources, published specifically for hospital and medical contact centers and distributed free to qualified readers, decision -makers, and influencers at hospitals and healthcare contact centers worldwide.

Contact us for more information.

August 2022 Issue of AnswerStat

Read the August issue of AnswerStat, the information hub for healthcare contact centers.



Feature Content:

Checklist to Ensure Patient Care Quality in Nurse Telehealth Triage, by Ravi K. Raheja, MD
Review this nurse triage checklist to ensure a high quality of care for patients and decrease overall healthcare costs . . .  << read more >>

Vital Signs: Cross Channel Training, by Peter Lyle DeHaan, PhD
Consider the cross-channel training strategy that’s best for your healthcare call center operation, your customers, and your staff . . .  << read more >>

Guest Column: How Hospital Contact Centers Help Organizations Achieve Their Frictionless Patient Experience Goals, by Nicole Limpert
Discover how patient experience leadership can involve their contact centers when planning for frictionless patient experiences . . .  << read more >>

Ten Years Ago: Evaluating the Telephone Experience: Where Hospitals and Clinics Drop the Ball on Customer Service, by Sherry Smith, RN, MSN, MBA
Consider these opportunities that acute care facilities and clinics can consider in evaluating the patient customer service experience . . .  << read more >>

Industry News

Send us your healthcare call center news for consideration in the next issue of AnswerStat.

Marketplace Directory: AnswerStat Directory of leading Healthcare Contact Center vendors:


About AnswerStat
AnswerStat is the information hub for healthcare contact center news and resources, published specifically for hospital and medical contact centers and distributed free to qualified readers, decision -makers, and influencers at hospitals and healthcare contact centers worldwide.

Contact us for more information.

June 2022 Issue of AnswerStat

Read the June issue of AnswerStat, the information hub for healthcare contact centers.



Feature Content:

Vendor Spotlight on 1Call: Improving Response to Critical Laboratory Results with Secure Messaging
Notification of critical laboratory results is crucial. Tap secure messaging technology to send key information to the right person quickly and accurately. << read more >>

Vital Signs: Channel Specialization Versus Multichannel Proficiency, by Peter Lyle DeHaan, PhD
Channel specialization is good for some agents and multichannel proficiency is ideal for others. This mix of channel focus is essential for your contact center. << read more >>

Decrease Patient Liability Using Nurse Triage Software, by Ravi K. Raheja, MD
Effective triage software is an easy-to-use solution for nurses that includes standardized protocols to address any patient symptom. << read more >>

Ten Years Ago: Improving Communications Between Contact Centers and IT, by Donna Fluss
Contact center managers now have an advantage when it comes to managing technology. If your internal IT group falls short, cloud-based contact center vendors can be the solution. << read more >>

Industry News

Send us your healthcare call center news for consideration in the next issue of AnswerStat.

Marketplace Directory: AnswerStat Directory of leading Healthcare Contact Center vendors:


About AnswerStat
AnswerStat is the information hub for healthcare contact center news and resources, published specifically for hospital and medical contact centers and distributed free to qualified readers, decision -makers, and influencers at hospitals and healthcare contact centers worldwide.

Contact us for more information.

April 2022 Issue of AnswerStat

Read the April issue of AnswerStat, the information hub for healthcare contact centers.



Feature Content:

How Effective Communication Helps Organizations Achieve the Quintuple Aim, by Nicole Limpert
Correcting inefficient communication can help an organization towards their triple, quadruple, or even quintuple aim. << read more >>

Vital Signs: Multi-Channel Integration, by Peter Lyle DeHaan, PhD
Pursue multi-channel integration at your healthcare call center to better serve patients and produce superior outcomes. << read more >>

Guest Column: Tools to Improve Call Center Efficiency, by Mark Dwyer
Time is money, and saving time saves money. The best way to accomplish this is by using your call center solution as effectively as possible. << read more >>

How Telehealth Triage Nurses Can Address Mental Health Calls During Winter, by Ravi K. Raheja, MD
While professional healthcare providers are necessary when it comes to severe mental illness, telehealth triage nurses still can offer simple solutions to patients with milder symptoms << read more >>

Self-Care Tips for Physicians, Telehealth Triage Nurses, and Office Managers, by Ravi K. Raheja, MD
Top recommendations for healthcare staff on how they can manage the physical and mental stresses they experience on any given day. << read more >>

Ten Years Ago: Home-Based Agent Success, by Peter Lyle DeHaan, Ph.D.
There are many benefits from allowing agents to work from home, but if it’s pursued without the proper preparation, the advantages won’t happen. << read more >>

Industry News

Send us your healthcare call center news for consideration in the next issue of AnswerStat.

Marketplace Directory: AnswerStat Directory of leading Healthcare Contact Center vendors:


About AnswerStat
AnswerStat is the information hub for healthcare contact center news and resources, published specifically for hospital and medical contact centers and distributed free to qualified readers, decision -makers, and influencers at hospitals and healthcare contact centers worldwide.

Contact us for more information.

February 2022 Issue of AnswerStat

Read the February issue of AnswerStat, the information hub for healthcare contact centers.



Feature Content:

What Healthcare Leaders Should Know About Contact Centers, by Nicole Limpert
Healthcare leaders can help their organizations do more with less by ensuring they’re leveraging the capabilities of their call center staff and software. << read more >>

Vital Signs: Provide Multi-Channel Access, by Peter Lyle DeHaan, PhD
Explore how you can move your call center forward to offer multi-channel access to your patients and customers. << read more >>

Guest Column: Seven Difficult Telehealth Triage Calls a Nurse Should Be Prepared to Take, by Ravi K. Raheja, MD
Telehealth triage nurses will meet a wide range of patient callers, personalities, and symptoms that impact how they determine the best dispositions for care. << read more >>

Avoid Liability with Proper Documentation for Telehealth Nurse Triage, by Ravi K. Raheja, MD
An interview with D.D. Fritch, a tenured clinical leader, who discusses the legal perspective of why it’s crucial for triage nurses to have the proper documentation. << read more >>

Ten Years Ago: Are You Changeable? by Peter Lyle DeHaan
We can’t avoid change, but we can successfully address many of the negative reactions to it. << read more >>

Industry News

Send us your healthcare call center news for consideration in the next issue of AnswerStat.

Marketplace Directory: AnswerStat Directory of leading Healthcare Contact Center vendors:


About AnswerStat
AnswerStat is the information hub for healthcare contact center news and resources, published specifically for hospital and medical contact centers and distributed free to qualified readers, decision -makers, and influencers at hospitals and healthcare contact centers worldwide.

Contact us for more information.

December 2021 Issue of AnswerStat

Read the December issue of AnswerStat, the information hub for healthcare contact centers.



Feature Content:

How to Safely Redirect Patients Away from the Emergency Department, by Mark Dwyer
To provide an effective integrated ED solution, the call center must work across the healthcare delivery system to provide a holistic solution. . . . read more >>

Vital Signs: Sticky Customer Service, by Peter Lyle DeHaan, PhD
The book Sticky Customer Service explores service successes and failures to inform our contact centers and prepare us to better meet patient expectations. . . . read more >>

Effective Call Center Software Improves Patient Transfer Center Workflows, by Nicole Limpert
Every patient transfer center is different and has diverse needs, but they all require careful coordination. . . . read more >>

Nurse Triage Protocol Software, by Ravi K. Raheja, MD
Nurse triage protocol software is meant to be used in combination with a nurse’s own expertise. When integrated with EHR, the result is better outcomes. . . . read more >>

Ten Years Ago: It’s a Wireless World, by Kevin Beale
Explore this outlook of wireless technology from ten years ago to see how far we have come and envision what the future holds. . . . read more >>

Send us your healthcare call center news for consideration in the next issue of AnswerStat.

Marketplace Directory: AnswerStat Directory of leading Healthcare Contact Center vendors:


About AnswerStat
AnswerStat is the information hub for healthcare contact center news and resources, published specifically for hospital and medical contact centers and distributed free to qualified readers, decision -makers, and influencers at hospitals and healthcare contact centers worldwide.

Contact us for more information.

October 2021 Issue of AnswerStat

Read the October issue of AnswerStat, the information hub for healthcare contact centers.



Feature Content:

How Call Center Technology Helps Hospitals, Staff, and Patients
by Nicole Limpert
Healthcare organizations can reduce many root causes of inefficient communication by using the software and technologies that may already be in use in their call centers. . . . read more >>

Vital Signs: Remember to be Thankful, by Peter Lyle DeHaan, PhD
Regardless of when you celebrate Thanksgiving or even if you do, pause to think about the things you can be thankful for. Here are some thoughts to get you started. . . . read more >>

Physical Safeguards Your Cybersecurity Needs to Protect Patient Data in Telehealth, by Ravi K. Raheja, MD
An often-overlooked part of cybersecurity is the training your staff needs on the physical safeguards they should use. Start by addressing these seven common weak areas. . . read more >>

Ten Years Ago: Lead Your Healthcare Organization Through Major Change, by Danita Johnson HughesWhen approached correctly, change can open your eyes to new possibilities, new customer bases, new revenue streams, and even new product or service offerings. . . . read more >>

Industry News

Send us your healthcare call center news for consideration in the next issue of AnswerStat.

Marketplace Directory: AnswerStat Directory of leading Healthcare Contact Center vendors:


About AnswerStat
AnswerStat is the information hub for healthcare contact center news and resources, published specifically for hospital and medical contact centers and distributed free to qualified readers, decision -makers, and influencers at hospitals and healthcare contact centers worldwide.

Contact us for more information.

August 2021 Issue of AnswerStat

Read the August issue of AnswerStat, the information hub for healthcare contact centers.



Feature Content:

The Expanding World of Telehealth, by Ravi K. Raheja, MD
Telehealth is expanding to fill a new and critical role in the effective provision of healthcare services. . . . read more >>

Vital Signs: Send Your Call Center Back to School, by Peter Lyle DeHaan, PhD
Don’t let another year go by without giving your staff the training they need. The result will be happier employees, better served patients, and a more effective call center. . . . read more >>

Guest Column: Medical Answering Services and Telephone Triage, by Nicole Limpert
With today’s technological advances, medical answering services can provide outstanding telephone triage services that result in better patient care. . . . read more >>

Ten Years Ago: Opportunities Abound for Healthcare Call Centers, by Mark Dwyer, LVM Systems
The future holds exciting opportunities for healthcare call centers to better address the medical needs of their community. . . . read more >>

Industry News

Send us your healthcare call center news for consideration in the next issue of AnswerStat.

Marketplace Directory: AnswerStat Directory of leading Healthcare Contact Center vendors:


About AnswerStat
AnswerStat is the information hub for healthcare contact center news and resources, published specifically for hospital and medical contact centers and distributed free to qualified readers, decision -makers, and influencers at hospitals and healthcare contact centers worldwide.

Contact us for more information.

June 2021 Issue of AnswerStat

Read the June issue of AnswerStat, the information hub for healthcare contact centers.



Feature Content:

Mental Health and Nurse Triage Calls During COVID-19, by Dr. Charu Raheja
Mental health became an important health concern during the COVID-19 pandemic and patients called medical professionals for help . . . . read more >>

Vital Signs: Article Library at PeterDeHaanPublishing.com, by Peter Lyle DeHaan, PhD
Five hundred call center articles consolidated in one place for easy access and convenient searching in this new article library. . . . read more >>

Guest Column: Remote Patient Monitoring and The Future of Remote Nurse Triage, by Ravi K. Raheja, MD 
Able to closely monitor chronic patients in a safe, cost-effective manner, RPM is one of the fastest-growing medical technologies.. . . read more >>

How Telehealth Employers Can Ensure Effective Communication with Remote Staff, by 1Call 
Discover how to have effective communication with remote workers and develop the right management mindset and technology to drive success. . . . read more >>

Ten Years Ago: Delivering Healthy Customer Interactions Through a Home-Based Call Center Solution, by Chad W. Lyne
With the adoption of virtual contact centers, healthcare organizations have an alternate way of doing business and interfacing with patients. . . . read more >>

Industry News

Send us your healthcare call center news for consideration in the next issue of AnswerStat.

Marketplace Directory: AnswerStat Directory of leading Healthcare Contact Center vendors:


About AnswerStat
AnswerStat is the information hub for healthcare contact center news and resources, published specifically for hospital and medical contact centers and distributed free to qualified readers, decision -makers, and influencers at hospitals and healthcare contact centers worldwide.

Contact us for more information.