Vidzeme Hospital is making modern improvements in the customer call center


Vidzeme Hospital receives and processes approximately 500 customer calls per day. The strategic goal of hospital customer management is to contribute to the improvement of patient experience and service efficiency, including increasing the impact of process automation directly in the call center. Therefore, several significant improvements to the operation of the call center will be introduced in the coming weeks.

“Our goal is to provide our customers with excellent service and to be of support when they are looking for help to make an appointment for an examination or find out information about the hospitalization of a loved one. We want our customers to feel safe, welcome and receive a response when they come to the customer center with a question, perhaps even unsolvable,” says Inese Jurdže, head of the Customer Service Department at Vidzeme Hospital.

The new improvements to the customer call center have already taken effect. The most significant changes that must be taken into account are related to the moment when the client is connected to the Vidzeme Hospital call center. At that moment, everyone must carefully listen to the answers given by the automated operator in order to choose the option with which they will be connected further – the first call button must be pressed if the client wants to make an appointment for one of the doctor’s consultations or a diagnostic examination, the second call button must be selected if the client wants to apply for rehabilitation services, the third call button connects to the Emergency Medical Assistance and Patient Reception Department, the fourth call button must be selected in case none of the choices were necessary before or it includes information on other issues. It is important for everyone to remember that the call center works every working day from 8:00 a.m. to 5:00 p.m. Customers are already actively encouraged to use the opt-out function if the need arises. The registration cancellation button is located on the first page of the Vidzeme hospital website, in the top bar. The Customer Service Department of Vidzeme Hospital invites customers to use this option to give other patients the opportunity to receive the necessary examination or consultation.

The head of the Customer Service Department of Vidzeme Hospital, Inese Jurdže, states that the strategic goal of Customer Management is to increase the impact of e-environment and process automation of remote services, using robotization in processes, callbacks and reminders about appointments. In order for the hospital to evaluate the quality indicators of customer service, all received calls will be recorded. The improvements made are definitely implemented with the aim of taking care of customers and creating cooperation-oriented communication.

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The article is in Latvian


Tags: Vidzeme Hospital making modern improvements customer call center


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