{"id":93784,"date":"2025-05-09T17:07:00","date_gmt":"2025-05-09T21:07:00","guid":{"rendered":"https:\/\/answernet.com\/?p=93784"},"modified":"2025-10-24T18:11:11","modified_gmt":"2025-10-24T22:11:11","slug":"costs-of-missed-calls-in-medical-offices-and-how-to-avoid-them","status":"publish","type":"post","link":"https:\/\/answernet.com\/fr\/costs-of-missed-calls-in-medical-offices-and-how-to-avoid-them\/","title":{"rendered":"Les co\u00fbts des appels manqu\u00e9s dans les cabinets m\u00e9dicaux et comment les \u00e9viter"},"content":{"rendered":"<div data-elementor-type=\"wp-post\" data-elementor-id=\"93784\" class=\"elementor elementor-93784\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-4a07672 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"4a07672\" data-element_type=\"section\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-5c9689c\" data-id=\"5c9689c\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-5b292fa elementor-widget elementor-widget-spacer\" data-id=\"5b292fa\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a40df9a elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"a40df9a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Dans les \u00e9tablissements de sant\u00e9 tr\u00e8s fr\u00e9quent\u00e9s, chaque appel compte. Qu'il s'agisse d'un nouveau patient qui tente de prendre rendez-vous ou d'un patient qui revient pour confirmer ses r\u00e9sultats d'examen, les appels sont la porte d'entr\u00e9e de votre cabinet. Cependant, il n'est pas rare qu'une grande partie de ces appels reste sans r\u00e9ponse. En fait, il n'est pas rare qu'une grande partie de ces appels restent sans r\u00e9ponse, <a href=\"https:\/\/www.linkedin.com\/pulse\/shocking-truth-missed-calls-medical-practices-zed-williamson-lzxoc\/\"><strong>une \u00e9tude<\/strong><\/a> Une \u00e9tude portant sur 7 000 appels pass\u00e9s par 22 cabinets dans 18 \u00c9tats a r\u00e9v\u00e9l\u00e9 qu'en moyenne, les cabinets m\u00e9dicaux manquent 42% d'appels entrants pendant les heures d'ouverture. Les appels manqu\u00e9s dans les cabinets m\u00e9dicaux peuvent se traduire par des pertes de revenus, des patients frustr\u00e9s et des opportunit\u00e9s de soins manqu\u00e9es.<\/p><p>\u00a0<\/p><h2><strong>Le co\u00fbt financier des appels manqu\u00e9s<\/strong><\/h2><p>Selon le <a href=\"https:\/\/pmc.ncbi.nlm.nih.gov\/articles\/PMC5593260\/\"><strong>donn\u00e9es des Instituts nationaux de la sant\u00e9<\/strong><\/a>Chaque rendez-vous manqu\u00e9 ou inutilis\u00e9 co\u00fbte \u00e0 un cabinet environ $200 de revenus. Les rendez-vous manqu\u00e9s <a href=\"https:\/\/pmc.ncbi.nlm.nih.gov\/articles\/PMC10711277\/\"><strong>co\u00fbt du syst\u00e8me de sant\u00e9 am\u00e9ricain<\/strong><\/a> Le co\u00fbt de l'assurance maladie s'\u00e9l\u00e8ve \u00e0 plus de $150 milliards d'euros par an et les appels manqu\u00e9s en sont souvent la cause premi\u00e8re.<\/p><p>Les appels t\u00e9l\u00e9phoniques restent le principal moyen utilis\u00e9 par les patients pour contacter les prestataires de soins. Environ 80% des rendez-vous sont <a href=\"https:\/\/www.healthleadersmedia.com\/innovation\/assessing-online-scheduling-emerging-trend-scheduling-physician-appointments\"><strong>toujours programm\u00e9 par t\u00e9l\u00e9phone<\/strong><\/a>Ce qui signifie que chaque appel non r\u00e9pondu risque de se solder par un rendez-vous manqu\u00e9. M\u00eame si un patient potentiel a l'intention de rappeler, rien ne garantit qu'il le fera.<\/p><p>Les \u00e9tudes le montrent :<\/p><ul><li>60% de <a href=\"https:\/\/www.curamedix.com\/blog\/7-startling-facts-about-putting-patients-on-hold\"><strong>les appelants mis en attente<\/strong><\/a> raccrocher<\/li><li>Parmi ceux-ci, environ 30% ne rappellent jamais.<\/li><li>Et 80% des appelants qui tombent sur la messagerie vocale <a href=\"https:\/\/www.cbsnews.com\/news\/is-it-time-to-hang-up-on-voicemail\/\"><strong>ne pas laisser de message<\/strong><\/a><\/li><\/ul><p>Cela signifie que de nombreux cabinets m\u00e9dicaux perdent involontairement des patients et des revenus sans m\u00eame s'en rendre compte.<\/p><p>\u00a0<\/p><h2><strong>L'exp\u00e9rience du patient est en jeu<\/strong><\/h2><p>Il ne s'agit pas seulement d'un manque \u00e0 gagner. Les appels manqu\u00e9s dans les cabinets m\u00e9dicaux nuisent \u00e0 la confiance des patients et retardent les soins.<\/p><p>Une \u00e9tude de <a href=\"https:\/\/www.ajmc.com\/view\/call-center-performance-affects-patient-perceptions-of-access-and-satisfaction\"><strong>The American Journal of Managed Care (Journal am\u00e9ricain des soins g\u00e9r\u00e9s)<\/strong><\/a> a montr\u00e9 qu'il existe une corr\u00e9lation directe entre les temps d'attente au t\u00e9l\u00e9phone et le sentiment qu'ont les patients de ne pas avoir acc\u00e8s \u00e0 des soins en temps voulu. Un autre <a href=\"https:\/\/healthstuff.net\/en\/call-center-and-their-most-common-problems-and-faults.html\"><strong>\u00e9tude<\/strong><\/a> a not\u00e9 que les patients qui ont eu plusieurs mauvaises interactions t\u00e9l\u00e9phoniques sont quatre fois plus susceptibles de changer de fournisseur.<\/p><p>Presque <a href=\"https:\/\/www.pwc.com\/us\/en\/industries\/health-industries\/library\/healthcare-consumer-insights-survey.html\"><strong>la moiti\u00e9 des consommateurs de soins de sant\u00e9<\/strong><\/a> pr\u00e9f\u00e8rent encore appeler le cabinet de leur m\u00e9decin plut\u00f4t que d'utiliser d'autres m\u00e9thodes. Lorsque leur appel reste sans r\u00e9ponse, c'est plus qu'un d\u00e9sagr\u00e9ment : c'est le signe d'un manque d'accessibilit\u00e9, qui peut conduire les patients \u00e0 aller voir ailleurs ou \u00e0 retarder compl\u00e8tement leur traitement.<\/p><p>\u00a0<\/p><h2><strong>Pression op\u00e9rationnelle sur le personnel<\/strong><\/h2><p>Du c\u00f4t\u00e9 de l'administration, les appels manqu\u00e9s cr\u00e9ent une accumulation de messages vocaux, n\u00e9cessitent des suivis qui prennent du temps et entra\u00eenent des inefficacit\u00e9s au niveau de la programmation manuelle. Lorsque les \u00e9quipes de r\u00e9ception sont trop sollicit\u00e9es pour traiter les appels entrants, cela affecte l'ensemble du flux de travail du cabinet.<\/p><p>En plus de frustrer les patients, cette situation contribue \u00e9galement \u00e0 <a href=\"https:\/\/www.hhs.gov\/surgeongeneral\/reports-and-publications\/health-worker-burnout\/index.html\"><strong>\u00e9puisement du personnel<\/strong><\/a>. R\u00e9pondre rapidement aux appels n'est pas seulement un bon moyen de soigner les patients, c'est aussi une bonne strat\u00e9gie op\u00e9rationnelle.<\/p><p>\u00a0<\/p><h2><strong>Comment r\u00e9duire le nombre d'appels manqu\u00e9s dans votre cabinet m\u00e9dical ?<\/strong><\/h2><p>Voici des strat\u00e9gies \u00e9prouv\u00e9es pour r\u00e9duire les appels manqu\u00e9s et am\u00e9liorer l'exp\u00e9rience des patients :<\/p><p>\u00a0<\/p><ol><li><h3><strong> Investir dans le personnel et la formation au t\u00e9l\u00e9phone<\/strong><\/h3><\/li><\/ol><p>Veiller \u00e0 ce qu'il y ait toujours quelqu'un pour r\u00e9pondre au t\u00e9l\u00e9phone pendant les heures d'ouverture. Assurez la formation crois\u00e9e du personnel, faites tourner la couverture des appels et fournissez des scripts pour aider \u00e0 r\u00e9soudre rapidement les demandes les plus courantes.<\/p><p>\u00a0<\/p><ol start=\"2\"><li><h3><strong> Mettre \u00e0 niveau votre syst\u00e8me t\u00e9l\u00e9phonique<\/strong><\/h3><\/li><\/ol><p>Mettez en place des fonctions telles que des files d'attente, des options de rappel et des messages vocaux en texte afin de maintenir le rythme pendant les p\u00e9riodes de pointe. Utilisez des outils de suivi des appels pour surveiller les taux d'abandon et identifier les p\u00e9riodes de forte affluence.<\/p><p>\u00a0<\/p><ol start=\"3\"><li><h3><strong> Proposer une programmation en ligne<\/strong><\/h3><\/li><\/ol><p>Permettez aux patients de prendre rendez-vous par l'interm\u00e9diaire de votre site web ou de votre portail patient, afin de r\u00e9duire la d\u00e9pendance \u00e0 l'\u00e9gard des appels t\u00e9l\u00e9phoniques, en particulier pour les visites de routine ou de suivi.<\/p><p>\u00a0<\/p><ol start=\"4\"><li><h3><strong> \u00c9tablir un plan d'assistance en dehors des heures de bureau<\/strong><\/h3><\/li><\/ol><p>Les soir\u00e9es et les week-ends ne doivent pas \u00eatre un trou noir pour la communication avec les patients. Vous pouvez \u00e9tendre la couverture t\u00e9l\u00e9phonique avec du personnel interne ou vous associer \u00e0 un centre de contact tel que <a href=\"https:\/\/answernet.com\/fr\/\"><strong>AnswerNet<\/strong><\/a> pour les d\u00e9bordements et la couverture en dehors des heures de travail.<\/p><p>\u00a0<\/p><ol start=\"5\"><li><h3><strong> Partenaire d'un centre de contact pour les soins de sant\u00e9<\/strong><\/h3><\/li><\/ol><p>L'un des moyens les plus efficaces de r\u00e9duire les appels manqu\u00e9s dans les cabinets m\u00e9dicaux est de travailler avec un centre de contact. Un prestataire conforme \u00e0 la loi HIPAA peut :<\/p><ul><li>R\u00e9pondre aux appels 24 heures sur 24, 7 jours sur 7<\/li><li>Fixer des rendez-vous directement dans votre DME\/DSE<\/li><li>Envoyer des rappels de rendez-vous<\/li><li>Triage des probl\u00e8mes urgents<\/li><li>G\u00e9rer les d\u00e9bordements et les p\u00e9riodes de forte affluence<\/li><\/ul><p>\u00a0<\/p><p>Les cabinets qui utilisent les services d'un centre de contact professionnel peuvent r\u00e9duire le taux d'abandon des appels, am\u00e9liorer l'acc\u00e8s aux soins et accro\u00eetre la satisfaction des patients.<\/p><p>\u00a0<\/p><h2><strong>Comment AnswerNet peut aider<\/strong><\/h2><p>AnswerNet offre <a href=\"https:\/\/answernet.com\/fr\/industries\/soins-de-sante\/\"><strong>services de r\u00e9ponse t\u00e9l\u00e9phonique et de centre de contact dans le domaine m\u00e9dical<\/strong><\/a> con\u00e7u pour soutenir les organisations de soins de sant\u00e9. Avec des agents en direct 24 heures sur 24, 7 jours sur 7, form\u00e9s \u00e0 la conformit\u00e9 HIPAA et \u00e0 la communication avec les patients, nous veillons \u00e0 ce que vos appels soient toujours pris en charge, que ce soit pendant les heures de bureau, le soir, les week-ends ou les jours f\u00e9ri\u00e9s. Nous travaillons en toute transparence avec vos syst\u00e8mes et protocoles afin que les patients re\u00e7oivent un service coh\u00e9rent et professionnel \u00e0 chaque fois qu'ils appellent.<\/p><p>Les appels manqu\u00e9s ne doivent pas \u00eatre le prix \u00e0 payer pour faire des affaires. Avec les bons syst\u00e8mes et le bon partenaire, vous pouvez vous assurer que chaque appel est une connexion et non une opportunit\u00e9 perdue.<\/p><p><a href=\"https:\/\/answernet.com\/fr\/start-your-14-day-free-trial\/\">Inscrivez-vous d\u00e8s maintenant pour essayer gratuitement notre service d'accueil t\u00e9l\u00e9phonique pendant 14 jours.<\/a><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-30f1967 elementor-widget elementor-widget-spacer\" data-id=\"30f1967\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5e1359c elementor-align-center elementor-widget elementor-widget-button\" data-id=\"5e1359c\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-lg\" href=\"https:\/\/answernet.com\/fr\/nous-contacter\/sales-inquiries\/\" target=\"_blank\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Discutons-en<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fc8e6da elementor-widget elementor-widget-text-editor\" data-id=\"fc8e6da\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Articles connexes que vous pourriez appr\u00e9cier :<\/strong><\/p>\n<p><a href=\"https:\/\/answernet.com\/fr\/what-to-look-for-in-a-healthcare-call-center-partner\/\" target=\"_blank\">Ce qu'il faut rechercher dans un partenaire de centre de contact pour le secteur de la sant\u00e9<\/a><\/p>\n<p><a href=\"https:\/\/answernet.com\/fr\/patient-centered-communication-omnichannel-solutions-for-healthcare\/\">Communication centr\u00e9e sur le patient : Solutions omnicanales pour les prestataires de soins de sant\u00e9<\/a><\/p>\n<p><a href=\"https:\/\/answernet.com\/fr\/benefits-remote-medical-answering-service-blog\/\">Principaux avantages d'un service de r\u00e9ponse m\u00e9dicale \u00e0 distance pour votre cabinet<\/a><\/p>\n<p><a href=\"https:\/\/answernet.com\/fr\/medical-office-telephone-best-practices-blog\/\">Les meilleures pratiques en mati\u00e8re de t\u00e9l\u00e9phonie m\u00e9dicale pour am\u00e9liorer l'efficacit\u00e9 et l'exp\u00e9rience des patients<\/a><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"<p>Les appels manqu\u00e9s dans les cabinets m\u00e9dicaux co\u00fbtent des revenus, retardent les soins et frustrent les patients. D\u00e9couvrez comment \u00e9viter cela.<\/p>","protected":false},"author":24,"featured_media":93785,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[412],"tags":[88,268,397,98,122,124,383,67,127],"class_list":["post-93784","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-industry-insights","tag-answering-service","tag-customer-service","tag-healthcare","tag-inbound-call-center","tag-medical-answering-service","tag-medical-appointment-scheduling","tag-outsourcing","tag-telephone-answering-service","tag-virtual-receptionist"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v24.5 (Yoast SEO v25.3.1) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Why Missed Calls Hurt Medical Offices\u2014And How to Prevent Them<\/title>\n<meta name=\"description\" content=\"Missed calls in medical offices cost revenue, delay care and frustrate patients. 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