Could Customized Technology Solutions Save Your Day?


There are no doubt many challenges to running any health-based business, whether it’s a large medical facility, a hospice group, or a home health care service. We understand that the communication demands are 24/7, and sometimes can be extremely urgent.

Streamlining communications and enhancing each client’s business is our business. We begin each partnership by asking the client what their greatest challenge is, or what problems they are trying to solve. Often, their challenge is to be able to do certain (or several) tasks more efficiently, without compromising effectiveness. It’s at this point that we often realize how creating a customized bit of software to target a specific challenge might save the client a great deal of time.

For example, Towne Answering serves a pediatric group that wanted to find a way to stop duplicating data entry. A physician or on-call staff member might talk with a patient after hours and take notes on his or her tablet. The information would then need to be handled a second time, either by that person or by another staff member, to be entered into the patient’s health history chart.

To meet their need, we were able to customize our web portal so that the physician or staff member can directly access the patient’s health chart and only have to record the data once. They’ve been delighted by the amount of time saved!

All patient health information remains protected, and our secure communication platforms allow the office staff to send text messages securely to providers in their group. The details from the message, as well as the doctor’s follow up, can be copied from the portal into the patient’s electronic chart.

That’s the benefit customized technology brings to the table. On top of that, 24/7 friendly and professional call answering gives patients and their caregivers great peace of mind that no call is left unattended, no matter the time of day or night.

Patient or client calls are directed to an operator who screens the calls for importance based on the healthcare group’s priorities. If the call is urgent, the operator directs it to the on-call staff member. If it’s not urgent, the caller’s question is either courteously answered, or a message is forwarded to be attended to the following day.

Operators are rigorously trained in HIPAA regulations and are required to pass the HIPAA compliance exam each year. This ensures that medical practice guidelines are always met, and that patients’ health information remains securely protected at all times.

By delivering customized technology solutions along with personalized and professional customer service, Towne Answering is proud to make the lives of patients—and their providers—much easier.

If you’d like to learn more about how Towne Answering Service can partner with your business to provide personalized, exceptional customer care, please call us at 800-660-4316 for a free consultation, or visit our website to learn more about our various business solutions and service commitment. Whether you are an existing or a new client, Towne Answering Service is always happy to consult with you to create a call center or answering strategy that meets your specific needs and aspirations.

Deb Crown

About Deb Crown

Towne Answering Service was established in 1968 to provide answering services for medical and commercial clients in the southeastern Pennsylvania area. Utilizing the best technology available at the time (the time was 1968 and the technology was a switchboard), Towne was able to establish a very faithful clientele, the majority of whom are still with us today. As time passed and technology advanced, so did the equipment. The answering service equipment evolved from switchboards to a basic computerized system with handwritten messages. From that, we were able to move to a fully computerized, paperless, state-of-the-art messaging system with digital lines and switching and were able to partner with our clients and provide a higher level of service.