At Amberwell Health, we are committed to providing high-quality care to all our communities, and a crucial part of that is ensuring our patients can easily communicate with us. Recently, we have heard concerns from our community about the challenges in reaching our clinics and hospitals by phone. We understand that prompt and effective communication is essential for patient care, and we agree that our phone systems have not been meeting the needs of our patients. That’s why we are taking significant steps to improve our phone systems across all Amberwell locations.
Addressing the Need for Better Communication
Over the years, Amberwell has experienced considerable growth, expanding our services to meet the needs of our communities. However, this growth has also brought challenges, including an outdated phone system that struggles to handle increased call volumes. Our communities have voiced their frustrations, and we have listened. In response, we are implementing a comprehensive upgrade to our communication systems to ensure that every call is answered promptly and efficiently.
Partnering for Excellence
To lead this transformation, we have partnered with MetTel, a leading provider of digital transformation and communication solutions. MetTel will modernize our network and communication systems, bringing state-of-the-art technology to Amberwell Atchison, Amberwell Hiawatha, and all our community clinic locations. This overhaul will improve the reliability and efficiency of our phone systems, enhancing the overall patient experience.
Leadership Committed to Quality Care
Upon joining Amberwell as CEO in June, Jared Abel quickly realized that improving our communication systems was a top priority. “One of the clear messages we have heard from our communities is that our phone system is not adequate—and we agree it does not allow us to provide the level of service we strive to give our patients,” says Abel. “We are excited to put a reliable, efficient system in place that will provide the best possible experience for our patients.” Under Jared’s leadership, Amberwell’s focus remains on delivering quality care to each community we serve.
New and Improved Phone System Features
Our new phone system is designed to be reliable, easy to use, and responsive. Here are some of the key features and improvements:
- Redesigned Call Flows: New state-of-the-art call center software and helpful call options allows patients to quickly reach the exact location and department they need
- Skill-Based Call Routing: Calls will be quickly and automatically directed to the team member best suited to assist, improving the efficiency of each interaction.
- Call Back Feature: Patients will be able to opt to receive a call back instead of waiting on hold, making it easier to connect with us.
- Digital Voicemail System: Our new system will allow staff to quickly access and return voicemails, improving response times.
- New Staff & Training: Nearly 50 new and existing Amberwell staff members will be specially trained to handle patient calls within the new call system
Technical Specifications of Our New Communication System
To support these improvements, we are introducing several advanced technologies:
- Contact Center as a Service (CCaaS): We are deploying a robust, cloud-based contact center platform by Talkdesk. This system will streamline communication and improve call handling, ensuring that patient calls are managed efficiently.
- Unified Communications: Our new Cisco Webex/Unified Communication as a Service (UCaaS) platform will enable seamless collaboration among staff across all locations. Along with hosted PBX and Polycom phones, this platform will deliver crystal-clear audio and reliable connectivity, enhancing internal and external communication.
- Modernized Network: Using VMware SD-WAN, we will create a more efficient network, providing faster and more stable performance across all clinics and centers. This will ensure high-quality voice communication and data transmission, crucial for daily operations.
- POTS Transformation: To further enhance voice reliability and performance, outdated copper lines are being replaced with DataRemote POTS in a Box®. This solution maintains backward compatibility with existing fax, alarm, and other specialty lines, ensuring that all communication needs are met without disruption.
Looking Ahead
The first stage of these improvements, including the launch of the new call center system, will go live in the coming weeks. Following this, we will configure the SD-WAN, and the final stage will involve replacing all existing phone equipment throughout Amberwell. We are excited about these changes and believe they will significantly enhance how we serve our patients.
Your Feedback Matters
At Amberwell, we believe that excellence in healthcare goes beyond medical treatment. It includes every interaction and every call. With our new phone system, we are taking another step toward excellence, ensuring that we are truly here when our patients need us.
As we implement these changes, we are committed to continuous improvement. We are grateful that you choose Amberwell for your care, and we strive to honor that trust by continually enhancing our services and communication. We encourage our community to keep providing feedback on our services. Your input is vital in helping us achieve our goal of delivering exceptional care to every patient, every time.
