Workforce optimisation is a common term in the contact centre industry, but how many healthcare systems have the resources in place to effectively implement and sustain such a powerful tool? In today's post-Affordable-Care-Act environment, it is critical to manage patient expectations regarding their quality of care and overall satisfaction while continuing to be fiscally responsible to the healthcare system. Workforce management tools put the patient first by optimising resources across multiple sites, ensuring that the right individual is at the right place at the right time to respond to the patient's needs.
Better Patient Outcomes
Aspect® Healthcare - Workforce Management helps you achieve better patient outcomes by ensuring that the right employee is at the right place at the right time to respond to the patient's needs. When patients call their healthcare system, they want answers, not hold time. Staff managing these calls can get overwhelmed quickly, leading to frustration and attrition. Aspect Healthcare - Workforce Management provides a 360-degree patient view of the interaction to help healthcare systems assess the intensity of the patient's request. Patients are triaged according to severity of condition by staff that is empowered to make critical decisions that impact the patient experience and well-being. Aspect puts patients first by providing tools that extend access to more patients and improving the overall outcome of the encounter.
Improve Satisfaction and Performance
Research shows that healthcare systems must be proactive to ensure that patients are having a positive experience. One of the best ways to improve your patients' experience is to make sure your employees are engaged and satisfied with their work experience. Aspect® Healthcare - Quality Management helps boost employee satisfaction and ultimately the customer experience with essential call logging (full-time recording), speech and text analytics, quality monitoring and coaching capabilities that identify areas of improvement for both the employee and patient. Aspect® Healthcare - Performance Management takes this information and turns it into better employee coaching opportunities with KPI-based reports and dashboards. Synthesise data across the healthcare system and deliver role- and user-based reports and dashboards to your employees, ensuring visibility and alignment to operational and strategic patient satisfaction goals.
Flexible Work Environment
Let's face it: today's workforce is more mobile and expects a flexible work environment to fit their lifestyles. Aspect Healthcare - Workforce Management is designed to allow for full operational functionality from a remote environment, creating work-at-home teams. Remote environments allow healthcare systems to implement more varied scheduling options such as split-shifts. An employee can work 7:00 AM to 11:00 AM, sign off, and work another shift in the evening hours – whatever best suites call volumes and their schedules. Employees feel empowered and are able to find a better work-life balance. Patients interact with motivated employees and have a better overall experience because of it.