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How Can Cloud Telephony Solve Communication Challenges in Healthcare?

POSTED ON: August 14, 2020 TAG: Cloud Implementation, Cloud Strategy, Cloud Transformation

Isn’t it ironic – the sole purpose of healthcare is to improve lives, but there is often a human element missing in the way healthcare organizations communicate with patients.

As reported by Business Wire, the global healthcare market is expected to grow at a CAGR of 8.9% to nearly $11,908.9 billion by 2022.

Undoubtedly, healthcare is one of the fastest-growing industries in the world. The US spending is almost $3 trillion on the industry’s growth and it’s estimated to consume nearly 18% of the US economy.

Customer demand has driven the massive expansion in the industry, and it would not be possible without technological advancements. At the very heart of this human-centered industry is patient communication.

Despite the technological advancements the industry has been witnessing, it seems communication in healthcare has achieved too little progress and still requires automation of basic tasks on the operations and administration front. In this blog we will see what communication challenges healthcare stakeholders have been facing and how cloud telephony can rescue them.



  • Difficulty in getting appointments: Despite several apps to book an appointment, patients still struggle to find a suitable time slot.
  • Inability to track appointments: Sometimes patients do not get notifications of their appointment confirmation, re-scheduling, or cancellations, which creates a bad customer experience.
  • Lack of automated notifications: Still it can be seen that many hospitals or healthcare institutions are manually operating, e.g. calling patients manually, to confirm their appointment. This process is slow and cumbersome and might not reach customers on time.
Diagnostics Center & pharmacies
  • Mismanagement of distributed centers: The distributed centers are located in various cities; therefore, it becomes difficult to keep a track of each center and its performance.
  • Lack of CRM: Many diagnostic centers still have a scarcity of CRM tools which can result in loss of patient data.

Inability to keep track of customer conversations: customers call with so many queries that it can be nearly impossible for healthcare centers to keep track of every single conversation.

Limited communication source between doctors and patients: Healthcare organizations do not have the potential medium, media channels or social interactivity to create an opportunity to share multiple sources of information on treatments and diagnosis.

Medical Errors: According to John Hopkins, medical errors are the third leading cause of death in the U.S., contributing to 250,000 fatalities each year. Hospitals can alleviate communication overloads and automate workflows which can help to prevent tragic and costly medical mistakes. For example, smartphones with integrated barcode scanners can support positive ID applications.

Cloud Telephony to the Rescue

It’s been a while coming, but healthcare is finally ready to take the plunge and embrace the cloud. Healthcare organizations have witnessed the benefits of cloud migration and the capabilities it has to offer.

Communication is key in every aspect, especially in a sector which deals with life and death. There is always a responsibility to ensure availability round-the-clock. Patients always must be kept in the loop to ensure a tension-free experience. Unfortunately, conventional phone systems are unable to fulfil this and involve a lot of manual effort and time. So, a system which is easy to use and maintain is ideal to provide a positive experience for everyone involved. This is where cloud telephony has emerged as the required remedy. It offers simplified and automated call management for healthcare and takes their mode of communication one notch up.

According to Global Market Insights, the worldwide healthcare cloud computing market is poised to surpass $55 billion by 2025 — roughly a $48 billion increase from 2018.

Let’s understand how cloud telephony is impacting healthcare-

Providing Easy Access to Test Results: Many hospitals and diagnostic centres are using cloud telephony to provide patient access to lab results over the phone. That way, patients don’t need to visit the facility to collect results and they are automatically uploaded to a cloud telephony system.

Rescheduling Appointments: Cloud telephony helps automate the long queue of taking appointments from the doctor and instead helps in booking over the telephone and sends alerts when doctors aren’t available. This process helps to avoid the last-minute hassle.

Producing Quick Emergency Room Responses: Cloud telephony allows doctors working in emergency rooms to quickly share information about patients with other physicians. For instance, when patients visit emergency rooms in hospitals equipped with intelligent web-based notification systems, doctors examining them share voice recordings of their diagnosis with the system. The system immediately shares the doctors recording and patient’s whereabouts with other physicians who quickly assist in treatment.

Enables easy tracking to patient data: Cloud telephony allows easy tracking of patient progress and medication prescription, tests conducted, and test results by integrating cloud telephony with healthcare CRM software in a single dashboard.

Is Now the Time for Healthcare to Move to the Cloud?

Following the wind of change, we find that healthcare is on the way to transferring most of its processes to the cloud. With more providers investing in the scalability and cost-efficiency of cloud migration solutions, the recent research forecasts the global healthcare cloud computing market to reach $35 billion by 2022 at 11.6 percent.

Saving lives is not an easy task and a stressful job for sure. Allow cloud telephony to take some burdens off your healthcare industry’s shoulders while you focus on providing exceptional care and services. Its usefulness in cultivating relationships helps to attract customers and provide a seamless customer experience. Cloud telephony offers a sustainable communication solution for the healthcare sector by making communication much smoother and simplified.

POSTED ON: August 14, 2020 TAG: Cloud Implementation, Cloud Strategy, Cloud Transformation

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