Interactive voice recognition (IVR) technology is a valuable technology tool for HME providers, enabling the use of automated touch points, which can help ensure patients are getting the care they need. To get the best results from IVR, there are a few important tips to follow. Below are five pointers for getting the most efficient use out of this helpful tech device.
1. Use a male's voice.
Elderly patients often have difficulty hearing—especially when it comes to higher pitched sounds. By employing a male to record the IVR questions, the patients on the other end of the lines are met with deeper tones they can discern more easily. Not only does this ease frustration sometimes affiliated with automated calling, but it also curbs inaccurate responses caused by misunderstanding.
2. Limit alert responses.
Offer only yes or no questions. If patients have only two options, they are less likely to get confused. It also limits their choices to just two buttons, making it easier for elderly patients who may be uncomfortable with technology. This will also help limit the worrisome response. For instance, by controlling a positive response to questions such as "Have you gained weight?" or "Do you have chest pain?" that will warrant a follow-up call or visit from a clinician, it is possible to decrease your margin of error and make the process easier for your patients. When clinicians tell patients a call will be coming and then ask the patient for the best time to call, a patient is more likely to answer the phone. If a patient watches "The Price Is Right" every day at 10 a.m., schedule the call for after the show and then let the patient know by saying, "We will call you right after 'The Price is Right.' "This personalized approach helps the patient remember the call is coming because it's associated with his or her routine and reduces the likelihood the patient will be distracted while completing the phone survey.
4. Embrace caller ID.
The caller ID for the IVR call should show the home health agency's name and number so that a patient recognizes it. We are all less likely to answer calls from numbers we do not recognize. By displaying a name the patient will know and telling the patient to expect a call, you have a greater chance of reaching the patient on the first call.
5. Call the right patients.
Schedule any automated calls based on predictive risk stratifications. This way, home health agencies can leverage their IVR resources to call the patients who are most in need of touch points, therefore improving their care.
