
Transforming Patient Communication: RADIUS Implementation at Bethany Hospital
On a mission to transform patient communication, Bethany Hospital partnered with RADIUS to modernize the its healthcare services. The result: automated call routing, instant patient information access, and efficient missed call management, leading to 45% faster response times and improved patient satisfaction.

Patient Satisfaction Score Increased from 3.2 to 4.6

70% Automated Call Routing Success

45% Reduction in Call Handling Time

About Customer
Customer : Bethany Hospital
Industry: Healthcare
Contact Center : 06+
Location : Mumbai, India
Challenges
Manual call handling
No screen pop
Absence of missed call tracking
Zero patient information during calls
Inefficient queue management
Lack of performance metrics
Manual appointment scheduling
Limited reporting capabilities
No screen pop
Absence of missed call tracking
Zero patient information during calls
Inefficient queue management
Lack of performance metrics
Manual appointment scheduling
Limited reporting capabilities
Key Features
Inbound & Outbound Calling
Customer 360 View
Intelligent IVR Selection
HIS & CRM Integration
Screen Pop
Missed Call Management System
Queue Management
Reports & Insights
Real-time Queue Status Quality Assurance Tool
Customer 360 View
Intelligent IVR Selection
HIS & CRM Integration
Screen Pop
Missed Call Management System
Queue Management
Reports & Insights
Real-time Queue Status Quality Assurance Tool
Bethany Hospital, a leading healthcare institution in Mumbai, sought to enhance its patient communication and query management systems. To achieve this, the hospital implemented RADIUS, a cutting-edge customer experience orchestration platform, as an on-premises implementation. By integrating advanced voice capabilities, RADIUS revolutionized how the hospital managed patient interactions, transitioning from a manual call-handling process to an automated, data-driven system.
The Oppurtunity
Prior to deploying RADIUS, Bethany Hospital faced limitations in its communication framework: Incoming calls were manually handled by agents on a central landline, often without any prior information about the caller which was leading to inefficiencies in resolving queries. Missed calls went untracked, resulting in missed opportunities to assist patients and lower satisfaction levels. Additionally, calls were not routed to appropriate departments, causing delays and confusion. The hospital lacked visibility into crucial call metrics such as queue times, call volumes, and response times, which hindered quality assurance and operational improvements. Moreover, there were no performance metrics or quality monitoring tools to assess and enhance the effectiveness of patient query resolution processes

The Strategy
Bethany Hospital partnered with RADIUS to implement their on-premises Customer Experience Orchestration Platform. The implementation focused on creating a comprehensive communication ecosystem that would address existing gaps while introducing new capabilities to enhance patient experience.
1. Interactive Voice Response (IVR) System
The RADIUS platform integrates seamlessly with the Hospital Information System (HIS) and CRM, enabling instant access to patient data. When calls connect, the screen pop functionality displays relevant patient information to agents, eliminating manual searches and reducing handling time. Real-time data synchronization ensures consistent information across all platforms.
3. Queue Management System
The queue management system provides clear visibility into call center operations through real-time position tracking and automated wait time calculations. The system predicts expected answer times and alerts agents about queue status updates
4. Missed Call Management
RADIUS transformed missed call handling through automated detection and instant agent notification via the agent console. The system implements a structured follow-up protocol with performance tracking across three time brackets: responses within 30 minutes, between 30-60 minutes, and beyond 60 minutes. This granular tracking helps maintain high responsiveness standards.
5. Quality Assurance Tools
The comprehensive reporting and quality assurance tools were implemented, offering insights into call performance metrics and enabling the hospital to monitor and improve service standards effectively.
1. Interactive Voice Response (IVR) System
The intelligent IVR system provides a welcoming experience with customized greeting messages and multi-language support to accommodate a diverse patient population. Through a structured menu system, callers are efficiently guided to appointment scheduling or agent assistance options, ensuring quick access to required services.
2. System IntegrationThe RADIUS platform integrates seamlessly with the Hospital Information System (HIS) and CRM, enabling instant access to patient data. When calls connect, the screen pop functionality displays relevant patient information to agents, eliminating manual searches and reducing handling time. Real-time data synchronization ensures consistent information across all platforms.
3. Queue Management System
The queue management system provides clear visibility into call center operations through real-time position tracking and automated wait time calculations. The system predicts expected answer times and alerts agents about queue status updates
4. Missed Call Management
RADIUS transformed missed call handling through automated detection and instant agent notification via the agent console. The system implements a structured follow-up protocol with performance tracking across three time brackets: responses within 30 minutes, between 30-60 minutes, and beyond 60 minutes. This granular tracking helps maintain high responsiveness standards.
5. Quality Assurance Tools
The comprehensive reporting and quality assurance tools were implemented, offering insights into call performance metrics and enabling the hospital to monitor and improve service standards effectively.
The Outcome
The implementation of RADIUS has transformed patient communication at Bethany Hospital. The new system has reduced average call handling time by 45%, while the intelligent IVR successfully routes 70% of calls to appropriate departments without agent intervention. Most notably, patient satisfaction scores have risen from 3.2 to 4.6 on a 5-point scale, reflecting the positive impact of streamlined communication processes. The integration of patient data through screen pop functionality has empowered agents to provide more personalized service, while the structured missed call management system ensures consistent follow-up. The support has particularly resonated with a diverse patient population, making healthcare communication more accessible and efficient. Beyond these quantifiable improvements, Bethany Hospital has established a scalable foundation for future enhancements to their patient communication infrastructure, positioning them as a leader in healthcare service delivery.
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