When you typically think of infrastructure the first thing that comes to mind is the building, equipment and furniture. However, the component that often gets forgotten is the technology. The importance of technology should not be underestimated.

THE PHONE SYSTEM

The ability for a patient to call and be immediately transferred to the appropriate professional is the key to the phone system. The service you are providing to the patient often starts with the phone. Some phone systems can be enormously expensive. But there are plenty of low-cost, highly sophisticated systems, often as part of an outside service.

Do you know what a patient hears when they call your office? Is it robotic? Is it gloomy? Is it a reflection of how you want your patients to feel about your practice? Having a welcoming, upbeat and professional answering service goes a long way. The phone system is often the last thing physician's upgrade in their practice, but it is typically the first thing a patient uses.

THE WEBSITE

Think about how your website looks. The key here is to make your office look modern and welcoming while also making it easy for a patient to find the most important information quickly and easily.

A few keys to consider:

  • Make sure your website is professional;
  • Update your website on a regular basis so that nothing is outdated;
  • Do not forget to follow all laws and regulations, including those laws that govern medical practices;
  • Use professional photos;
  • Be mobile-friendly; and
  • Add online forms to streamline check-ins.

Given the current trends toward telemedicine during the pandemic and going forward, consider having videoconferencing capabilities built into your website if you do not already or, at the very least, promote your practice's telehealth capabilities.

THE PORTAL

From the perspective of the medical practice, a patient portal accomplishes a variety of tasks. A strong patient portal should advertise for new patients, communicate with existing patients and provide information that benefits the health and well-being of the patient.

Portals differ industry-wide but some of the common features include:

  • Securely view patient's medical records;
  • Exchange emails with patients;
  • Handle prescription refills;
  • Schedule appointments;
  • Check patient benefits and coverage;
  • Update patient contact information;
  • Make payments; and
  • Download or complete administrative forms.

Each of these pieces of patient-facing infrastructure should project professionalism. Using these technologies can help you control all aspects of how your practice is perceived and create many potential ways patients can interface with you.

The content of this article is intended to provide a general guide to the subject matter. Specialist advice should be sought about your specific circumstances.