1Call, a division of Amtelco, announced that Amtelco received a U.S. patent for “Auditing Communication Sessions.” Existing call center systems only allow rudimentary forms of call auditing, limited to a single method (such as listening to the communication session in mute-mode). If the communication occurs via text message, web chat, or electronic mail, call center managers can’t appraise the interaction.
“The ability to audit different types of communication sessions helps to ensure that a patient’s experience with the hospital call center is satisfactory,” said Amtelco and 1Call president Tom Curtin. “A good patient experience is critical for both patients and a healthcare organization.”
Amtelco’s improved auditing enables hospital call center supervisors to assess communications from different platforms to help ensure a satisfactory patient experience. The healthcare industry asks patients to provide information about their care experience with a hospital via the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. Unacceptable survey outcomes can result in hospitals losing some reimbursements.