New Study Reveals Miami Physician Offices Miss 25% of Patient Calls
New Study Reveals Miami Physician Offices Miss 25% of Patient Calls
A recent study conducted by Clarus, a top provider of patient call management technology for outpatient clinics, has brought to light a troubling issue in the Miami healthcare landscape. The study reveals that physician offices in Miami are missing around 25% of incoming patient calls, which can have significant implications for patient access and overall healthcare efficiency.
The detailed analysis was part of Clarus's Digital Front Door Report, focusing on ambulatory clinics managed by eight of the largest health systems in the Miami area. Over an eight-week period, the study analyzed approximately 2,000 calls made to these clinics, covering a variety of specialties and times of day to ensure a comprehensive overview.
Inefficient Call Handling
The results from this extensive analysis show that, on average, one in four patient calls goes unanswered or is not returned within a 24-hour period. This inefficiency indicates a systematic issue with how clinics manage incoming calls, which are often the first point of contact for patients seeking care or information.
To further understand the performance of different health systems, Clarus assigned an Index Score to each based on their call handling capabilities. Positive scores indicated above-average performance while negative scores reflected below-average handling of calls:
- - South Florida Multispecialty Medical Group: Index Score 32
- - Pediatric Associates: Index Score 20
- - Memorial Healthcare System: Index Score 12
- - Jackson Health System: Index Score 4
- - Baptist Health South Florida: Index Score 3
- - University of Miami: Index Score -11
- - HCA Miami: Index Score -15
- - Larkin Health System: Index Score -45
These rankings clearly suggest that some health systems are struggling significantly more than others with basic patient communication tasks.
The Importance of Prompt Communication
According to Rich Maradik, CEO of Clarus, this study reflects a broader trend observed across the United States, where healthcare providers need to improve their communication strategies. “When patients dial into their provider’s office, they expect timely and effective resolutions to various needs, whether it's scheduling appointments, managing prescriptions, or addressing urgent clinical concerns,” he states.
Despite advancements in AI technology and online communication platforms, the telephone remains a vital communication tool between patients and healthcare providers. However, it appears many health systems have yet to adapt their practices to ensure their
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