Why your practice shouldn't handle patient inquiries like a call center

Patient frustration with calling their doctor's office has become a persistent friction point in healthcare delivery, often shaping perceptions of care quality before a patient even steps into the exam room. Long hold times rank among the most common complaints, with patients frequently citing waits of 10 minutes or more just to speak with a staff member. Automated phone trees compound the problem, routing callers through multiple menu options that rarely match their actual need, particularly for urgent concerns that don't fit neatly into preset categories.

Difficulty reaching a live person to schedule, reschedule, or cancel appointments adds another layer of frustration, especially for working patients with limited windows to call during business hours. Voicemail systems that promise callbacks within 24 to 48 hours can leave patients feeling stuck, particularly when symptoms are worsening or time-sensitive questions go unanswered. Prescription refill requests and referral coordination are also frequently cited pain points, as these calls often require follow-up or get lost between front-desk staff and clinical teams.

These communication gaps carry real consequences beyond inconvenience. Patients who struggle to reach their provider's office may delay care, seek treatment elsewhere, or simply give up on follow-up altogether. As practices face growing call volumes alongside staffing constraints, many are turning to digital alternatives like online scheduling, secure messaging portals, and AI-driven phone triage to ease the burden on both patients and front-office staff.

Medical Economics spoke with Marcus Bertilson, COO of Weave, about how AI can help — and the challenges it can present.