Amberwell Health, a Kansas healthcare system serving thousands of patients across two full-service medical centers and seven clinics, has partnered with MetTel, a leading provider of digital transformation and communication solutions, to modernize its network and communications systems and enhance the patient experience.
Amberwell Health needed a tailored solution to address its aging patchwork of legacy communications technology, inconsistent connectivity, and unreliable call flow systems. The multi-phase digital transformation includes an upgraded network infrastructure, modern hardware, and enhanced software solutions, all aimed at enhancing patient satisfaction and supporting long term growth and care quality. The comprehensive overhaul will offer patients seamless and reliable communication with their healthcare providers at every step of their care journey—from initial contact to follow-up, ensuring uninterrupted communications and improved patient satisfaction.
This initiative underscores Amberwell Health's commitment to provide the best possible experience for their patients. With the new communication platform, patient calls will be reliably connected, eliminating dropped calls, enhancing coordination, and improving response times. Call flows will be streamlined using skills-based agent routing. Voicemails will be effectively captured, ensuring messages quickly reach their intended recipients. The new network represents a major upgrade in quality of service (QoS), providing a seamless and positive communication experience for patients and staff.
"We are proud to partner with Amberwell Health on this transformative project," said Zac Grant, VP of Enterprise Solutions for MetTel. "With MetTel's managed services and innovative communications solutions, Amberwell Health will be empowered to continue to deliver an exceptional patient experience for years to come through reliable, efficient, and modern communication."
