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Challenges in healthcare communications
The healthcare industry is unique, with specific pain points that can hinder efficiency and patient satisfaction.
Here are some of the critical challenges you can overcome with Luware:
01
High call volumes and long wait times
Patients often face long queues, particularly for same-day appointments or prescription refills. Thisleads to frustration and missed opportunities for timely care.
02
Managing vulnerable patients
Without a system to identify and prioritize vulnerable callers, these individuals may wait in long queues, putting them at risk. Agents also lack the context needed to provide proper safeguarding and duty of care.
03
Manual and error-prone workflows
Medical professionals face multiple follow-up tasks after appointments, such as scheduling new visits or providing instructions. Manually handling these tasks is challenging and increases the risk of human error.
04
Complex compliance requirements
Protecting sensitive patient data is paramount. Failure to comply with regulations like HIPAA, UK GDPR or PIPEDA can result in severe penalties, including fines and criminal charges.
No time to read?
Your time is valuable. Connect with one of our healthcare CX specialists to discuss your challenges and discover how our solutions can help you achieve your goals.
Numbers that speak for themselves
The impact of a unified communication platform can be measured in lives saved and costs reduced.
£4.7m
The new service is estimated to have saved the local health and care system up to £4.7 million.
10k+
The service line received nearly 10,000 calls post-implementation.
16%
There was a 16% reduction in the number of overdoses.
26%
Fewer people needed to be taken to A&E by ambulance.
19%
A&E mental health admissions were reduced by 19%.
97%
Calls to the 111 option 2 number did not require a visit to A&E.
Patient-centered solutions for every interaction
Luware’s solutions deliver tangible improvements in patient experience and operational efficiency by transforming how your organization communicates. From triaging incoming calls to automating routine tasks, here are concrete scenarios for better patient outcomes.
Intelligent call routing
A patient calls to check the status of a prescription. A voice bot identifies theirrequest and uses an integration with the pharmacy's system to check the status and send anautomated message, all without a receptionist needing to get involved.
Vulnerable patient triage
A vulnerable caller is identified through a CRM lookup and is automaticallygiven priority in the queue, ensuring they are connected with an agent faster. The agent receives ascreen pop with the patient's information, enabling them to provide a more empathetic and tailoredservice.
GP video triage
A receptionist receives a call from a patient describing a skin condition. Thereceptionist can quickly initiate a video call with a GP or nurse, allowing them to visually assess thesymptoms and provide a faster, safer decision without an in-person visit.
Proactive phone follow-up
A medical professional can send a patient a message via an adaptive card to easily initiate follow-up tasks such as booking a new appointment. This reduces manual tasks and increases the number of appointments that can be carried out.
Trusted by leading healthcare organizations
Luware is proud to partner with healthcare providers to deliver a superior patient and staff experience. Our solutions have a proven track record of creating real-world impact.
"The person experiencing a mental health crisis can now be directed to the right team for assessment, onward treatment, or advice. Ensuring that people are accessing the right service at the right time is key to reducing costs, duplication, and confusion."
Commitment to Compliance and Security
Our dedication to security goes beyond promises. We provide solutions that meet the stringent requirements of healthcare data regulations worldwide.
The numbers behind digital transformation
Healthcare organizations face mounting pressure to deliver exceptional patient experiences while managing complex regulatory requirements and operational costs. Investing in a modern communication platform is no longer optional; it's a critical step toward improving patient outcomes and streamlining operations.
Answering your top questions about Luware
Is Luware compliant with data protection regulations like HIPAA and GDPR?
Yes, Luware providesMicrosoft-certified contact center solutions that meet regulatory requirements and information securitystandards. Luware Nimbus is a HIPAA-compliant contact center solution for Microsoft Teams. Luware also offerssolutions that comply with global standards like GDPR, with options for hosting locations to meet localregulations. All Luware solutions are SOC 2 Type II certified and undergo regular internal and external audits toensure compliance. Luware also holds ISO 27001 and ISO 9001 certifications
How can Luware help reduce patient wait times?
Luware uses intelligent routing to connect patients to theright healthcare professional based on their needs, location, and agent skills, reducing the need for multipletransfers and long queues. It also offers options like automated messages and callbacks when wait times arehigh.
Can Luware's solution integrate with our existing patient record system?
Yes, Luware uses PowerAutomate to integrate with third-party systems like CRMs and EHRs. This allows medical professionals to accesspatient information easily and enables features like screen pops with patient details.
How does Luware help with call recording and documentation?
Luware Recording automatically recordsconversations across various platforms and can store them for legally required periods. The system alsotranscribes and summarizes calls, automatically logging this information in the CRM or ticketing system to ensurea full interaction history is available for governance and audit purposes
Can we use Luware for proactive communication with patients?
Yes, you can configure outbound workflowsto automate proactive activities, such as sending appointment reminders, post-treatment check-ins, orprescription notifications.
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