适用行业
- 医疗保健和医院
- 电信
适用功能
- 维护
用例
- 人员跟踪与监控
- 时间敏感网络
服务
- 系统集成
关于客户
阿肯色州儿童医院是美国最大的儿科医疗机构之一,其使命是开拓儿科患者护理、研究尖端治疗方法和拯救生命。医院拥有500名医生、95名儿科和儿科专科住院医生以及4,400名员工,拥有370张床位。医院致力于通过让儿童今天变得更好、明天更健康来支持他们。但是,医院只能帮助按预约就诊的患者。当患者缺席时,医院会花费大量的时间和金钱,并且会对孩子的护理和康复产生负面影响。
挑战
阿肯色州儿童医院是美国最大的儿科医疗中心之一,在确认患者预约方面面临着重大挑战。医院的缺席率很高,这不仅花费了医院大量的时间和金钱,而且还对孩子们的护理和康复产生了负面影响。该医院的传统电话系统用于发送数十万个预约确认电话,无法处理负载并且经常出现故障。这导致只有一小部分患者收到电话提醒,从而导致更多的错过预约并对系统造成进一步的压力。该医院寻找新的解决方案时遇到了供应商的高报价和漫长的等待时间。医院还考虑建立一个内部通知系统,但这会让他们对呼叫中心承担太多责任,并占用其他业务的宝贵时间。
解决方案
该医院求助于云通信平台 Twilio 来降低缺席率。 Twilio 的解决方案允许医院在预约前一天向患者发送短信或语音提醒,提醒他们日期、时间和地点,并询问他们是否愿意预约。如果患者确认就诊,系统会再次确认预约时间并挂断电话。如果患者表示无法赴约,系统会提醒他们重新预约,并为他们提供重新预约的电话号码。该医院还推出了广播消息系统,允许门诊管理员为在其五个诊所地点中的任何一个预约的患者群体建立、安排和拨打电话,通知他们开放时间的变化。该医院目前正在研究如何进一步利用 Twilio,通过 SMS 短代码,让他们能够以更快的速度和更大的规模联系更多患者,了解预约和诊所开放时间的变化。
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