Exploring the Impact of UC on Healthcare Workflow Efficiency
Healthcare practices today face growing communication challenges. Staff are stretched thin, patient expectations are rising, and many organizations are still relying on outdated phone systems—tools that were never designed for the speed and complexity of modern healthcare delivery.
In many cases, these systems require staff to manually check voicemails, return missed calls, and track down information across departments. This slows down response times, increases the risk of error, and makes it harder to provide a consistent patient experience.
Missed Calls Are a Hidden Cost for Medical Practices
A study of 7,000 calls across 22 practices in 18 states found that medical practices missed 42% of incoming calls during business hours. Yikes.
These missed calls often include appointment requests, urgent clinical questions, or new patient inquiries. Over time, they can lead to lower patient satisfaction, lost revenue, and increased strain on administrative staff trying to follow up or recover missed opportunities.
Rethinking the Role of Communication Systems in Healthcare
Modern unified communications (UC) platforms are designed to do more than just connect calls. In healthcare, these systems are increasingly being used to support real-time access to patient data, streamline internal coordination, and improve overall workflow efficiency.
An example of this is the integration between Sangoma’s UC platform and CallMyDoc®, an AI-based voice system tailored for medical practices. This combined solution connects phone systems with patient records, automates common administrative tasks, and routes calls more effectively—all while maintaining HIPAA compliance.
The goal of systems like this isn’t to replace staff, but to reduce the time spent on routine communications and make patient interactions smoother.
Common Communication Challenges in Healthcare Workflows
Here are five issues many healthcare organizations experience—and how modern UC platforms can help address them.
1. Fragmented Communication Across Teams
When departments use separate systems for phones, messaging, and patient records, coordination becomes harder and slower. UC solutions bring these channels together, allowing staff across the organization to access the same information in real time.
2. Missed or Mishandled Calls
Voicemail-based workflows make it easy for messages to be delayed or lost. Automated call handling and intelligent routing allow basic requests—like appointment scheduling or prescription refills—to be completed without staff having to pick up the phone.
3. Inconsistent Information Handoffs
Shift changes or department transitions often result in lost or incomplete information. With UC tools that transcribe and log each call directly into the patient record, continuity of care improves and follow-up becomes easier.
4. Limited Access to Patient Information
When staff aren’t at their desk or working after hours, accessing patient data can be a challenge. Cloud-based communication systems provide secure, mobile-friendly access, enabling care teams to respond faster and more accurately from any location.
5. Security and Compliance Risks
Using personal devices or non-compliant communication apps increases risk for data breaches. A HIPAA-compliant UC platform reduces that risk by encrypting messages and calls, while keeping communication within an approved, centralized system.
The Broader Impact of Integrated Communication Systems
Medical practices that adopt unified communications often report improvements across several areas: reduced call handling time, fewer missed messages, increased staff efficiency, and better patient feedback. Over time, practices also see a reduction in no-shows through automated reminders, and greater scheduling flexibility with 24/7 virtual or multilingual call support.
These systems are designed to be scalable and manageable even for small- to mid-sized practices without dedicated IT resources. Bonus: Platforms like Sangoma with CallMyDoc® are built to integrate with most EHRs.
Moving Toward More Efficient and Secure Communication
Effective communication is essential in healthcare, impacting patient safety and operational efficiency. Modern unified communications solutions can help practices streamline workflows and reduce errors, all while keeping patient care at the forefront.
If you’re looking to upgrade your communication system, Sangoma offers a HIPAA-compliant platform designed for healthcare. With features like patient record integration and automated call handling, Sangoma helps practices improve efficiency and patient experience.