In addition to being medical experts, health providers also have a growing need to be communication specialists. Communicating lab test results privately and accurately to patients is an essential but time-consuming task. One type of Interactive Voice Response (IVR) solution, a Lab Results system, can automate this process.

Gone are the days of "no news is good news"
As we all know, it can be nerve wrecking for patients to wait for someone to call them regarding their lab results. The adage "no news is good news" doesn't always hold true.

Using an Automated Lab Results system is straightforward for both the healthcare provider and the patient. The healthcare provider uploads (or manually enters) the lab test results. The patient calls, enters her PIN, and retrieves the results - much like retrieving voicemail. The patient has secure access to lab results any time day or night - irrespective of business hours.

An Automated Lab Results system allows healthcare providers to:

• Provide secure, confidential results.
• Upload many results quickly and accurately.
• Select from a library of pre-recorded lab result messages.
• Add pre-recorded follow-up instructions.
• Record a specific message for a given patient.

With an Automated Lab Results system offering outbound calling capabilities, healthcare providers can proactively contact patients as soon as their lab results have been posted. The system automatically calls patients that have new lab results. The patient can immediately enter a secure PIN and retrieve the lab results over the phone.

Of course, some lab results are best communicated in person. In situations where it would be imprudent to leave the lab results themselves as a recorded message, here is an appropriate alternate message, "Your test results are in. Please press 1 during business hours to schedule a consultation with your physician."

An automated lab results solution makes it possible to provide a higher level of patient care.

Inphonite, LLC develops and markets professional, automated phone messaging systems and interactive computer telephony products that improve the profitability and productivity of a wide range of organizations.

By Michael Harris, Inphonite, LLC