The Guide
Search the guide
Browse by section
4.7. Interactive Voice Response
Interactive Voice Response (IVR) allows callers to interact with the telephone system using the keypad or voice commands. This can help to direct the caller to the most appropriate person or department quickly and easily.
Benefits
- Can streamline receptionist function.
- May reduce staff costs.
- Allows patients to access or request information (such as repeat prescriptions) without speaking to staff.
- No financial outlay is required for telephone system hardware.
- Can provide patients with 24/7 access to information by using recorded messages.
- Can make focused announcements targeting hard-to-reach groups.
Drawbacks
- A change of telephone number will be required for hosted systems.
- Requires significant testing and piloting with patients – older people and people whose first language isn’t English may experience difficulties.
- Some patients may prefer to speak to a receptionist.
- Careful planning of available options and continual monitoring of effectiveness are required.
IVR systems are ideal for busy surgeries, enabling staff to deal with patients while the telephone system takes care of incoming calls, directing them as necessary.
Your current telephone system may be capable of supporting IVR. In addition, some newer telephone systems already have an auto attendant option available where simple keypad presses can access system options, information and particular people or services. Ensure that a full audit of your system is carried out before entering into any agreement.
Case studies
There are no case studies in this section.
Suppliers
There are no suppliers mentioned in this section.
Useful resources
There are no resources in this section.