Job completed for Reliable Patient Communication System for a busy Medical Practice in Northridge, CA

Completion date: July 1, 2025

Location: Northridge, CA

Why did the customer contact us?

A busy internal medicine practice in Northridge with 18 staff members, including multiple physicians, nurses, and administrative staff.  The practice struggled to manage a high volume of incoming patient calls, leading to long wait times and occasional missed calls, which impacted patient satisfaction and practice efficiency. They needed a reliable system with advanced call handling capabilities and secure internal messaging.

Solutions provided:

We installed a robust, cloud-based VoIP system, tailored to the demands of a busy medical practice:

• Advanced call queuing: Implemented multiple call queues with customized messaging and estimated wait times to manage peak call periods effectively.
• Secure internal messaging: Integrated a HIPAA-compliant internal messaging system to allow quick and confidential communication between doctors, nurses, and administrative staff.
• Patient portal integration: The system was integrated with the practice's patient portal, enabling automated appointment confirmations and reminders via voice or text.
• Direct Inward Dialing (DID): Provided direct numbers for key departments or staff, bypassing the main queue for urgent or specific inquiries.

The internal medicine practice saw a significant improvement in patient communication and operational flow. The advanced call handling features reduced wait times and missed calls, leading to higher patient satisfaction. The secure messaging streamlined internal coordination, improving overall staff efficiency.

Team members on this project:

Omar Abdelfattah, Maria Izanhour