Proper Messaging is Complex
Posted by Larry Bear on Sun, Apr 29, 2007 @ 09:17 PM
One of the raps on the Pinnacle system is that it is hard to program. After participating in a week long beginning class to learn how to program the system, I have a different take. It's not hard.
What's hard is understanding exactly how our clients gather information. It's our client's decision tree we need to understand. Once we clearly know the details our clients use to make their initial triage decisions, programming becomes easy. It's simply codifying the decision making process.
An example: The first question some of our clients want us to ask is: "How may I help you?" The answer to that question can lead to a number of options such as:
- I have a pain in (name the part)
- My (name the part) really hurts
- I need to reschedule an appointment for (Name the day)
- Can I speak to the Doctor?
- What are the office hours?
- Where is the office located?
- I think I'm in labor
- I had an accident and I'm bleeding from (name the part)
Each of these questions leads to other questions. We need to know what the follow up questions are and how our client wants us to respond. Then we need to know the message our client wants from each of these conversations plus when and how they would like it delivered.
Once we know all this information, with the scripting and dispatch management system incorporated in Pinnacle, we can script the specific client questions and the dispatch process. It's all about process. We automate all those things that can be automated and leave the conversation and messaging to the operators that are trained to handle each situation. It fits right into Pinnacle's philosophy.
Our process makes for efficient and accurate message taking and delivery. A live well trained operator interacts with all our clients callers.