Ideally, no business will ever experience a crisis or negative situation. However, that isn't always possible, as the unexpected happens and accidents occur. The key, though, is to ensure that an organization has the necessary tools to guarantee a quick recovery while keeping customers fully informed of the progress.
One way to do this is partner with an award-winning answering service. These professionals will be available 24/7 to answer any consumer inquiry through phone, email or text messaging services. Across all industries, a live answering service will provide two-way communication – not just an email blast informing individuals that something went wrong.
An answering service provides details and reassurance
Earlier this week, the Women and Infants Hospital announced that 14,000 patients might have had their personal health information exposed. The organization said that ultrasound images and other data – including names, birth dates and Social Security numbers in some cases – went missing.
According to the Boston Globe, the hospital announced that it couldn't find unencrypted backup tapes containing ultrasound images for patients who visited walk-in facilities in Providence, Rhode Island and New Bedford, Massachusetts.
A statement on Women and Infant's website said that the discovery was made in September, and the facility conducted a thorough yet unproductive search. Officials said that affected patients were notified by a letter and that a help-line was set up, so individuals could call in if they had questions or concerns.
The hospital added that it would take "specialized equipment and technical expertise" to access the information and that it has taken steps to prevent further loss of records.
For businesses of all kinds, hospitals and medical facilities included, it's essential that organizations take the time to create a quality, two-way communication system with customers. Working with a live answering service will benefit both sides by offering options for staying in touch and informed.