You hear the phrase all the time: “This call is being recorded for quality purposes.”
But what does it mean for patient activation?
We’re constantly working on our nurse interactions and scripts. This is what gives clients a continuous improvement process. We record all the phone calls, and therefore, we inform patients of this for quality assurance. That way, we’re helping the next patient be even more prepared. If clients want it, we can send them de-identified patient calls, so that they can better understand the real-life questions, issues, and responses patients have.