The concept of Interactive Voice Response (IVR) is an intelligent technology platform that can enable companies or organizations to deliver a better customer experience, gather information, send out announcements and more without investing extra time, money or other resources.

One company heavily invested in this area is Vocantas. The IVR solutions offered by Vocantas (News - Alert) provide clients with automated outreach and self-service applications. A key focus for the company is to serve clients operating in medical, education and utilities fields. In fact, the company has shared a number of key success stories in which its IVR solutions have made a significant impact on an organization.

Vocantas provided its IVR solutions for the Ottawa Hospital Regional Thrombosis Unit, which is responsible for diagnosing and treating all thrombosis-related conditions. The facility has been successful in reducing the number of patients admitted to the hospital, but must maintain a database and software application to calculate dosing information for hundreds of patients.

In the past, patients were notified via e-mail or telephony of their updated medication dosing, and appointment time for their next visit to the clinic. This process required a full-time staff member in each clinic as it was a substantial workload. It also meant there was a significant cost associated with the role. At the same time, patients perceived this manual intervention as an unreliable method of receiving dosing instructions.

This organization is now able to serve a greater number of patients without significantly expanding the resources of its staff. The Thrombosis Unit installed a medical IVR solution known as CallAssure that simplified the overall processes in place, improved patient care, reduced the workload for existing staff and reduced the total cost of delivering care and service to patients.

Now, the Vocantas IVR solution dials roughly 50 patients per day from the database of more than 150,000-plus patients. This solution works seamlessly with the existing DAWN software application used by the unit. The goal of the organization was to have no human interaction between the patients INR/blood test through to the dosing telephone call.

The Regional Thrombosis Program Manager reports that, “the whole process now requires less supervision with the Vocantas IVR solution in place. More importantly, it enables us to dose a greater number of patients without significantly expanding our staffing. As we are currently expanding our models of care across the region the Vocantas IVR solution is going to continue to help us in the future.”

The organization can now make those routine calls necessary for patient care with a proven IVR solution, eliminating the need for a full-time staff person and lower customer satisfaction.