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| University of Alabama at Birmingham Health System |
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| Promoting Programs - SoundCare
accounted for 53% of registrants for
EatRight nutrition and weight
management program |
| Increasing Patient Satisfaction - Listening to valuable information while
on hold in the HealthFinder Call Center
helps increase patient satisfaction |
Marketing in Real
Time - Last minute programs and events get a voice with
SoundCare |
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| “What Vericom does is important.
People don’t realize they are holding
when they are listening to valuable
information, and that really helps
increase patient satisfaction.” |
Daphne Hoyt, RN
Nurse Coordinator
HealthFinder Call Center, UAB |
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“When someone hears a SoundCare message and joins one of our free health
membership programs as a result, we now have a new relationship and can
communicate further with that individual, encouraging him or her to use our other
services. That’s powerful!” |
Rachael Verschoore Weekley
Marketing Specialist
UAB Health System |
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| UAB HEALTH SYSTEM |
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Vericom Fills Communications Gaps for
University of Alabama at Birmingham
(UAB) Health System |
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One Solution - Many Uses
The University of Alabama at Birmingham (UAB) Health
System is one of the leading patient care centers in the
U.S., with an innovative network of health services
including a 908 bed hospital, specialty eye hospital,
physician clinics, and health centers.
Vericom serves both The Kirklin Clinic® and UAB’s
HealthFinder Call Center with its on hold and in queue
communications solution, SoundCare®.
A specially designed outpatient care center, The Kirklin
Clinic is home to more than 700 physicians—leaders in
patient care, teaching, and medical research.
UAB’s HealthFinder is a nationwide telephone service
providing easy access to UAB physicians and health
services. Registered Nurses assist callers in evaluating
their particular health care needs and referring them to
the appropriate physician or service. |
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All Programs Big and Small
At both The Kirklin Clinic and the HealthFinder Call
Center, UAB’s marketing department routinely uses
SoundCare to promote profitable service lines, such as
cardiac and cancer. Additionally, SoundCare fills the
needs of other departments that don’t always get the
visibility enjoyed by UAB’s top service lines. SoundCare
gives these departments an outlet to inform the
community about their services, including free
screenings and health observance events.
For example, UAB’s EatRight nutrition and weight
management program has been very successful in
enlisting program participants via SoundCare messages.
“In 2004, 32% of callers who inquired about EatRight enrolled
in the program as a result of hearing SoundCare messages.
In the first quarter of 2005, that number increased to 53%,”
says Suzanne Henson, MS, RD, Coordinator, EatRight
Weight Management Program.
Another gap SoundCare fills in marketing is in the area of ‘real
time’ communications. Printed materials are a key part of
UAB’s marketing strategy, and the marketing department plans
far in advance to meet printing deadlines. However, opportunities
arise and departments frequently ask to promote events at the
last minute. While print deadlines may have passed, it is never
too late to develop SoundCare messages.
“I know I can always promote a last minute event or program
via SoundCare,” says Rachael Verschoore Weekley, UAB
Marketing Specialist. “SoundCare offers a real time
advantage for us over other marketing and print media.”
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Increasing Patient Satisfaction
SoundCare fills yet another role in the UAB Health System by
serving as a source for both information and patient satisfaction
in the HealthFinder Call Center.
Informational and educational SoundCare messages enhance
each caller’s experience while they wait on hold to make
appointments and receive physician referrals.
“SoundCare not only occupies callers’ time with valuable
information about UAB’s services and events, it plays a very
important role in patient satisfaction,” says Daphne Hoyt, RN,
Nurse Coordinator for HealthFinder Call Center.
“People often call in for one thing, and by asking a series of
questions our nurses can determine if the call is of a clinical
nature or not. If we need to put callers briefly on hold to look into
something further, I feel good knowing SoundCare is getting
important information to them while they wait,” adds Hoyt. |
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