Meeting the two essential elements of a contact is just the first step By Peter Lyle DeHaan, PhD It doesn’t matter if a call is answered in a modern contact center staffed with a team of trained professionals or by one weary person in a single-phone department. In both cases patients and callers evaluate their […]
Category: Healthcare Call Centers
Healthcare call centers articles by Peter Lyle DeHaan, PhD
By Peter Lyle DeHaan, Ph.D. I don’t like to write about politics, but politics is once again affecting the future of healthcare. With all the bluster about repealing and replacing the Affordable Care Act (aka Obamacare), I was quite sure, that by now, we would have a new direction in place to chart our industry’s […]
Whatever the future throws at us, the healthcare contact center industry will respond with excellence By Peter Lyle DeHaan, PhD The healthcare industry in the United States exists in uncertain times. What does the future hold? I don’t pretend to know the answer, but what I do know is that healthcare contact centers are the […]
By Peter Lyle DeHaan, Ph.D. Ten years ago, whenever I’d mention medical call centers to people outside the industry, I’d get blank stares, as if I was talking in another language. Mine has things changed. Now many people know what I’m talking about when I mention healthcare call centers, while the rest usually give a […]
By Peter Lyle DeHaan, PhD We understand a computer room full of equipment. It’s tangible. We can see it, touch it, and kick it (but don’t do that). It’s how we’ve done things for decades, since the beginning of computers and telephony switches. Contrast this to internet-delivered solutions, which go by a myriad of names, […]
By Peter Lyle DeHaan, Ph.D. In the last issue of Medical Call Center News, I encouraged you to work hard so you could finish 2016 strong. I hope that was the case and you were able to complete projects and tick items off your to-do list. Though I accomplished much as the year wound down, […]
By Peter Lyle DeHaan, PhD I don’t want to write about the US presidential elections, but I need to. Here’s why: Because of the election, expect changes in healthcare for 2017 and beyond. There are two scenarios: Scenario one will produce a backpedaling of existing laws and regulations as it relates to healthcare, which will […]
By Peter Lyle DeHaan, Ph.D. Is seems that 2016 is flying by. Before we know it, we’ll be turning our calendars over to 2017 (metaphorically speaking at least, since few people use paper calendars anymore). Halloween has just past, Thanksgiving will soon be here, followed by Christmas and then New Year’s. January 1, 2017, looms […]
Categories
Capitalize on Small Wins
By Peter Lyle DeHaan, PhD I haven’t followed baseball much in recent years, but I still periodically check how my state’s Detroit Tigers are doing. This past Sunday, going into their final scheduled game of the regular season they still contended for one remaining wildcard slot in this year’s playoffs, but a 0 to 1 […]
By Peter Lyle DeHaan, Ph.D. Growing up, I heard a radio commercial with the tag line, “Service sold it.” Even as a young child I grasped the concept that quality service was great for business. Over the years, I have heard this mantra repeated, either verbatim or conceptually, by various companies, medical answering services included. […]