Physician offices receive tens of thousands of calls monthly. With so many incoming calls and patient demands rising, how do office staff keep up? The simple answer — they don’t. In a recent analysis of the Miami market, calls were made to eight of the largest health systems in the area, spanning specialty types, days of the week, and times of day. The result — 25% of patient calls were missed altogether, losing out on prime opportunities to interact with patients and increase patient access. The study assigned a quality score between -100 and +100 to eight different Miami health systems and their associated clinics, based simply on whether a patient phone call was answered or returned within one business day.
Miami Health System Call Performance Rankings
- 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)
Download the Digital Front Door Index: Miami Market Report to uncover:
- How each Miami health system performed
- Key insights from the data
- Actionable strategies to improve patient call management