Times Union, May 28, 2014

The patients have spoken, and they want better and easier communication with their doctors. At CapitalCare Medical Group, patients have told managers they want to talk to a person, not navigate a machine's menu, when they call the office. But they also want to leave a detailed message about symptoms or request a prescription refill at odd times of night. And they could use a brochure with a list of services, as well as the direct phone numbers of the people who can answer questions. So CapitalCare changed employees' schedules to make sure a person was always available by phone, even during lunch, and added a Web portal for patients to leave emails and check personal information
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