Indy Gastro Increases Patient Care with Unified Communications Solutions by Zultys www.zultys.com
Profile • Large group medical practice in need of an efficient communications system to handle over 165,000 calls a year. The communications system must be able to efficiently manage calls within the organization as well as calls from patients. • Patients need to receive quality healthcare and this should be reflected in the way that communication with patients is handled throughout all eight Indy Gastro locations.
The Customer Indianapolis Gastroenterology and Hepatology was founded in 1975 by Dr. James D. Rogge. The individual approach and commitment to quality patient care provided by Dr. Rogge resulted in fast growth. Indy Gastro now has thirteen physicians and one nurse practitioner, plus additional office staff and allied health care professionals that serve thousands of patients. Indy Gastro bases their practice on the philosophy of “earning trust through quality” and provides exceptional healthcare to each of their patients. Indy Gastro believes in not only treating the body, but also the mind and spirit. Their position as a leader in their medical field has enabled them to help patients from various background and saved many lives in the process.
Large group medical practice in need of an efficient communications system to handle over 165,000 calls a year. The communications system must be able to efficiently manage calls within the organization as well as calls from patients." 2
The Challenge As the practice grew, the daily operations were often hampered by the outdated phone system Indy Gastro used, which did not provide meaningful call reporting, routing or contact center functionality. Due to the high volume of phone calls received on a daily basis, it became absolutely essential for Indy Gastro to invest in a new phone system that could help their business operate more effectively and efficiently, improve patient communication and increase patient satisfaction. Indy Gastro experienced reliability and reporting issues with their previous system, specifically pertaining to access to data, contact center capability and flexibility. The new system needed to be state-of-the art and offer convenience, enhanced functionality and easy access to data and reports that would enable them to make sound business decisions with regards to staffing and business processes.
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Having our phone system down really violated the basic issue of trust with our patients, and our relationships with them was negatively impacted. When we were looking at new phone systems, we were looking at state-of-the-art. That’s where Zultys came in.� James Turner, CEO, Indy Gastro 3
The Solution Indy Gastro turned to The Brookfield Group, an authorized Zultys Channel Partner and one of the leading technology providers in Indiana to help provide the right solution. “The Zultys demo blew me away,” said Turner. “We needed a system that would improve relationships with our patients and build trust through better communications, and the functionality of the Zultys system far surpassed other solutions we looked at.” Indy Gastro selected the Zultys IP PBX to ensure that they had a system that would serve their patients and meet their businesses near term needs, while providing a reliable platform for future growth and flexibility. They also installed a fiber gateway to keep cost down and separated the phone system network from the data network. Training with the new Zultys system was scheduled with employees right before the installation of the system, ensuring that employees could properly use it on day one! Admin training was also provided for the creation of reports, making simple moves, adds and changes and setting up typical features.
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The Impact Patient satisfaction has improved remarkably since the implementation of the new system as calls get answered quickly, routed correctly, and information is efficiently provided through automated services. Contact Center performance has increased drastically, especially call quality and the efficiency of call answering, routing and handling of all patient questions and issues. Their call handling performance has increased from mere 18% to more than 85% of the calls answered on the first ring due to better staff scheduling and call pick up groups. Indy Gastro can triage calls based on urgency and topic, which has increased the quality of patient care considerably. They can group and process calls by type, such as pre-op preparation and post-op follow-up care, appointment scheduling, billing, and insurance questions. For example, the scheduling process has been streamlined as the patient representative can immediately identify the caller and have instant access to additional information they need to schedule more efficiently. The data mining from the Zultys system has become an extremely valuable asset to the company. They are able to ensure that they meet their call handling goals so that their patients get to speak to the right person right away. They can re-allocate staffing based on call volumes and route calls based on any criteria with the click of a mouse. The data enables them to see how well each call group is performing, and provide training in areas that need additional development.
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“Functionality, capability and sustainability. If you’re looking at a new phone system, look at the functions, look at the capabilities, and look at what you can do with it to improve your business and patient care! We started at 18% of calls answered on the first ring and since we’ve installed the Zultys solution, we are now meeting our goal of 85%!” James Turner, CEO, Indy Gastro.
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