Interactive Voice Response (IVR) solutions benefit all industry verticals thanks to their powerful features. Being an automated logic that works on the key press from the caller, the IVR solution can work round the clock, attending every incoming call automatically. Additionally, advanced IVR solutions help automate many tasks, such as bill payment, service activations, and appointment booking. An appointment booking IVR solution or an appointment IVR solution is an IVR solution explicitly used to schedule an appointment.
Many organizations and companies can benefit immensely from implementing appointment booking IVR systems in their operations, and the healthcare industry is one of them. The Appointment IVR solution grants patients or their relatives the ability to manage their appointments over the phone as an accessible and straightforward way for them to make changes to their schedules.
For an introduction to IVR systems, you can read our blog “Introduction to IVR & its Importance in VoIP Communications”.
Use of Appointment Booking IVR Solution in Hospitals
The Appointment IVR solution can be developed based on the hospital’s unique needs. E.g., For a hospital providing specialized treatment, such as pediatricians for childcare, the IVR prompts would be more straightforward as the schedule of only one doctor needs to be managed. On the other hand, if the hospital is a multispecialty hospital with multiple departments and there are doctors providing healthcare checkups and diagnoses of different diseases, then the appointment IVR solution will have nested voice prompts in the IVR menu. In a nutshell, the appointment IVR solutions for both hospital types would be different but easily managed using appropriate IVR logic.
Integrating appointment IVR solutions with the hospital’s existing telecom systems is simple. Once the appointment booking IVR solution is configured in the hospital, the patients or their family members can use it to book a medical appointment by following the below-mentioned steps:
They call the hospital.
Once the call is connected to the hospital via the Appointment IVR solution, the caller is greeted by pre-recorded welcome greeting followed by the voice menu.
The caller provides all the required information needed to be directed to the correct destination using the keypad input. The keypad inputs guide the caller through options to select departments, available doctors, their schedules, and preferred timeslots.
The system compares the request against the availability and slot availability. If already booked, the system offers the next available slot for the caller to accept.
Any additional information can be given in the form of voice commands and inputs.
In the end, an appointment is booked for the medical consultation. The caller may receive a confirmation SMS to validate the booking.
Based on the implementation, hospitals can also add the feature of Payment processing via IVR. You can read more about Payment processing using Asterisk IVR.