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Case Study

INFORM®Improves Dermatology Clinic Answer Rates and Patient Engagement

In today’s healthcare landscape, clear and trusted communication is essential. For dermatology clinics, and healthcare organizations in general, connecting with patients quickly and efficiently can have a direct impact on care outcomes and patient satisfaction. When patients receive a call from an unknown number, they often hesitate to answer, even when expecting important information. Branded calling solves this problem by letting patients instantly recognize who is calling, creating trust and increasing the likelihood they’ll pick up.

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Product

INFORM

Industry

Healthcare

Use Case

Customer Experience

Country

United States

7%
Answer Rates

More patients picked up the first time when they recognized the brand

28%
Decline Rates

Fewer patients ignored calls resulting in quicker resolutionss

Problem

Impact of Unanswered Calls on Patients and Staff

A chain of dermatology clinics called patients to deliver test results, but even when patients expected the call, many still didn’t answer. Without branded calling, the clinics faced frustrated staff, delayed communications, and missed opportunities to provide timely care. In fact, according to First Orion data, 80% of people view healthcare providers poorly when they make unidentified calls, making call recognition essential for patient trust and satisfaction.

Solution

Implementing INFORM for Instant Brand Recognition

By using First Orion’s INFORM® Branded Calling solution, the clinics were able to display their name and reason for the call on patients’ mobile screens. This led to a significant improvement in call answer rates and a steep drop in call declines, ultimately improving operational efficiency and helping clinics reach patients faster.

Results

Significant Improvements in Call Performance and Patient Engagement

After implementing branded calling, the chain of dermatology clinics saw measurable improvements in patient engagement and call performance. By making their calls instantly recognizable, the clinics could connect with patients faster and more efficiently.

  • Increased Answer Rate: The chain experienced a 7% lift in answer rates.
  • Decline Rate: The chain experienced a 28% decrease in decline rates.

Industry Context

Patients Want Call Transparency

The success this dermatology clinic experienced mirrors broader trends in healthcare communication. According to a First Orion data, 93% of patients prefer a phone call from their healthcare provider, especially when it involves urgent or important matters. Patients are most likely to want a call for:

  • Test results
  • Appointment reminders
  • Medical referrals
  • Appointment scheduling

When calls are instantly recognizable with INFORM Branded Calling, clinics of all sizes can meet patient expectations, reduce missed connections, and deliver better experiences. That’s exactly what this dermatology clinic achieved with branded communication.

Key Takeaway

In healthcare, a recognized call is as vital as a trusted diagnosis. It’s the first step to delivering timely care and a better patient experience.

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