In February of 2009, Otolaryngology started using the Televox HouseCalls System which allows us to make automated appointment reminder calls for scheduled patient appointments.
The Televox HouseCalls system (HouseCalls) is an automated patient communication system that uses a recorded human voice to deliver a professional telephone message to each patient. The Mammography Center, Brigham and Women's Physician Group and Gastroenterology are 3 other practices at Brigham and Women's Hospital and Brigham and Women's Physicians Organization (BWH/BWPO) that are also in the pilot program. The pilot will last 5-6 weeks.
MORE ABOUT HouseCalls: The appointment reminder calling sessions are made via the HouseCalls system three business days prior to the patient’s appointment. This enables patients to cancel or reschedule 48 hours prior to their appointment date. It also provides the practice with sufficient time to follow-up on cancelled appointments, work their wait list, and personally call patients that could not be reached.
BWH has designated calling sessions based on patient age groups. A calling session is a group of reminder calls that meets specific criteria defined by BWH/BWPO that are made at a range of times. The two calling sessions are:
Retry calls will be made the next day between 9-11am.
When the patient answers the call, they will be given four options.
Press 1 to confirm your appointment
RESPONSE: Your appointment has been confirmed. Thank you.
Press 2 to cancel this appointment
RESPONSE: Your appointment has been cancelled. Please call our office to reschedule. Thank you.
Press 3 to repeat this message
Press 4 if you no longer want to receive reminder calls from this practice.
RESPONSE: Thank you. At this time, patients with rotary phones can receive an automated call, but will not be able to select one of these three options. If there is no answer, HouseCalls will wait 60 minutes and then make another attempt to reach them in person. HouseCalls also has the ability to sense when an answering machine has picked up and, in that event, will leave a message for the patient. The calling schedule is currently as follows:
Calls made on: | For appointments on the following: |
Monday | Thursday |
Tuesday | Friday |
Wednesday | Saturday, Sunday and Monday |
Thursday | Tuesday |
Friday | Wednesday |
**Calls will not be made on weekends or holidays. If a holiday falls on a weekday, the calls normally scheduled for that day will be made the previous business day.**
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