Quality Assurance

What is it?

A high level of customer service with front line staff acting as the first point of contact for patients seeking care is essential to a positive patient experience. Our Quality Assurance programs help organizations maintain best practice standards through call reporting, real-time analytics, screen capture, regular feedback and training.

How does it work?

Our fully qualified agents receive call recordings and screen captures weekly, and run voice analytics and provide agent insight to measure the standard and quality of call interactions. This report is then fed back to management and staff so the necessary improvements can be made.

Why do you need it?

Quality assurance programs help you to develop a series of standards with measurable goals. This is necessary in order to create an environment of constant improvement, with a focus on staff training and data metrics.

Patient Testimonials

You have been the best person that I have spoken to so far! Thank you Patrick, I really appreciate it

Patient, Appointment Scheduling Service, California, USA

I received excellent advice from Amanda. She was very practical, helpful and supportive. This is a fantastic resource. Thank you.

Patient, Lactation Service, Ireland

It’s so nice to have someone here to listen to me

Patient, Post Discharge Service, Cleveland, USA

I want to let you know that Leah is phenomenal, she is most excellent, expedious, kind, knowledgeable. I have called through and spoken to her a couple of times now and she is as patient as can be so I want to let you know that I would give her 10 stars plus.

Patient, Appointment Scheduling Service, Boston, USA.

The RelateCare nurse truly went above and beyond to try to help this patient, including contacting the police, a suicide hotline and working with our clinic staff to contact a provider. I was extremely impressed and proud of this work. Really, really outstanding.

Healthcare Leader, Nurse Triage Service, Texas, USA.

The customer services representative who assisted me was… exceptionally friendly, helpful, and professional. Good customer service is not as common as one would hope.

Patient, Appointment Scheduling Service, Texas, USA.

you have been the most helpful person I have dealt with through this situation and I want to thank you so very much

Patient, Appointment Scheduling Service, St. Louis, USA.

Patrick went the extra mile, he was compassionate and made our experience so much easier

Patient, Appointment Scheduling Service, California, USA.

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