{"id":2296,"date":"2025-04-21T18:46:36","date_gmt":"2025-04-21T22:46:36","guid":{"rendered":"https:\/\/easyonhold.com\/blog\/?p=2296"},"modified":"2025-05-22T17:11:43","modified_gmt":"2025-05-22T21:11:43","slug":"health-care-messages-hold-improving-patient-satisfaction","status":"publish","type":"post","link":"https:\/\/easyonhold.com\/blog\/health-care-messages-hold-improving-patient-satisfaction\/","title":{"rendered":"Every Call Counts: Aligning Healthcare Messaging with the Patient Journey"},"content":{"rendered":"\n<p><strong>The rise of AI and automation in healthcare has not eliminated human call centers;<\/strong> instead, it has elevated the importance of well-crafted, reassuring voice messages during hold time. In the new case study published here, we will see that Healthcare Messages On Hold from Easy On Hold\u00ae is a strategic partner that fills the gap between IT and branding\/marketing.&nbsp;<\/p>\n\n\n\n<p><a href=\"#download\">Download the pdf: Every Call Counts: Aligning Healthcare Messaging with the Patient Journey<\/a><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-healthcare-messages-on-hold-replace-traditional-hold-music\">Healthcare Messages On Hold Replace Traditional Hold Music<\/h2>\n\n\n\n<p>Across the healthcare industry, there&#8217;s a growing movement to replace traditional hold music with voice messages that educate, reassure, and connect with patients. This shift reflects a deeper understanding of the patient journey, where every moment, even time spent on hold, can either build trust or add stress.<\/p>\n\n\n\n<p><a href=\"https:\/\/easyonhold.com\/music-on-hold\/messages\/\" target=\"_blank\" rel=\"noopener\">Voice-on-hold messages<\/a> tailored to patient concerns can reduce perceived wait times and frustration. Health systems are using this time to share:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>FAQ responses (e.g., insurance, hours, forms).<\/li>\n\n\n\n<li>Reassuring health tips or seasonal messages.<\/li>\n\n\n\n<li>Prompts to use digital services (e.g., patient portals).<\/li>\n<\/ul>\n\n\n\n<p>As shown in the case studies below, paying attention to every aspect of the patient journey \u2014 even hold time \u2014 can elevate the healthcare experience and build a more connected, trusted communication environment.<\/p>\n\n\n\n<figure class=\"wp-block-pullquote\"><blockquote><p>In 2025, the average hold time in a healthcare contact center is 4.4 minutes.<\/p><cite><a href=\"https:\/\/www.dialoghealth.com\/post\/healthcare-call-center-statistics\" target=\"_blank\" rel=\"noreferrer noopener\">DIALOG HEALTH<\/a><\/cite><\/blockquote><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-today-s-contact-center-challenges\">Today&#8217;s Contact Center Challenges<\/h2>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Communication breakdowns drive patients away:<\/strong> Nearly 60% of patients say they would switch doctors if they experienced poor communication. <a href=\"https:\/\/www.fiercehealthcare.com\/providers\/artera-survey-highlights-how-communication-breakdowns-affect-patient-experience\" target=\"_blank\" rel=\"noopener\">[Source]<\/a><br><\/li>\n\n\n\n<li><strong>AI-driven solutions aren&#8217;t replacing people:<\/strong> Patients of all ages still prefer using the phone:<br>Gen Z: 52%<br>Millennials: 64%<br>Gen X: 78%<br>Boomers: 82% <a href=\"https:\/\/hyken.com\/research\/\" target=\"_blank\" rel=\"noopener\">[Source]<\/a><br><\/li>\n\n\n\n<li><strong>2025 Healthcare Call Center Stats:<\/strong> Average hold time is 4.4 minutes. 60% of patients will hang up if they wait longer than 1 minute. <a href=\"https:\/\/www.dialoghealth.com\/post\/healthcare-call-center-statistics\" target=\"_blank\" rel=\"noopener\">[Source]<\/a><\/li>\n<\/ol>\n\n\n\n<figure class=\"wp-block-pullquote\"><blockquote><p>The call center is not just a service function \u2014 it&#8217;s a core part of the patient journey.<\/p><\/blockquote><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-our-healthcare-messages-on-hold-solution\">Our Healthcare Messages On Hold Solution<\/h2>\n\n\n\n<p>Patients don&#8217;t just want access \u2014 they want clarity, warmth, and trust. That means every second on hold, during a transfer, or while waiting after hours is a valuable moment to build confidence and reduce anxiety.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1000\" height=\"454\" src=\"https:\/\/easyonhold.com\/blog\/wp-content\/uploads\/iStock-1334278817-1000x454.jpg\" alt=\"\" class=\"wp-image-4750\" title=\"Image of one of the NYU Langone Health Buildings\" srcset=\"https:\/\/easyonhold.com\/blog\/wp-content\/uploads\/iStock-1334278817-1000x454.jpg 1000w, https:\/\/easyonhold.com\/blog\/wp-content\/uploads\/iStock-1334278817-300x136.jpg 300w, https:\/\/easyonhold.com\/blog\/wp-content\/uploads\/iStock-1334278817-768x349.jpg 768w, https:\/\/easyonhold.com\/blog\/wp-content\/uploads\/iStock-1334278817-1536x697.jpg 1536w, https:\/\/easyonhold.com\/blog\/wp-content\/uploads\/iStock-1334278817-2048x930.jpg 2048w, https:\/\/easyonhold.com\/blog\/wp-content\/uploads\/iStock-1334278817-1600x727.jpg 1600w\" sizes=\"auto, (max-width: 1000px) 100vw, 1000px\" \/><figcaption class=\"wp-element-caption\">New York, NY &#8211; NYU Langone Health [iStock]<\/figcaption><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\">Spotlight: NYU Langone Medical Center<\/h3>\n\n\n\n<p>At NYU Langone in New York City, Easy On Hold\u00ae collaborated with both the technical and administrative teams to completely reimagine the telephone experience.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Produced over 1,000 customized <a href=\"https:\/\/easyonhold.com\/solutions\/auto-attendant\/\" target=\"_blank\" rel=\"noopener\">IVR prompts<\/a><\/li>\n\n\n\n<li>Voice recordings in English, Spanish, Korean, and Russian<\/li>\n\n\n\n<li>Fast-turnaround production for new departments and changes<\/li>\n<\/ul>\n\n\n\n<p>NYU Langone has improved alignment with patient needs related to age, language, culture, and education by implementing a wide range of voice services delivered quickly and conveniently by<br>Easy On Hold\u00ae. The consistent voice experience has played a significant role in improving patient<br>satisfaction.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Spotlight: Baptist Medical Center<\/h3>\n\n\n\n<p>When Baptist Medical Center in Jacksonville, Florida, migrated to a centralized Avaya platform, they called<br>Easy On Hold\u00ae, an Avaya DevConnect Partner, for a phone-on-hold communications plan. The live audio stream is managed by marketing and customer service teams to deliver always up-to-date messages that help patients while they wait on hold. Examples are<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Live streaming audio managed by marketing and customer service teams<\/li>\n\n\n\n<li>Messages include new emergency center info, AgeWell locations, prevention tips, and more<\/li>\n\n\n\n<li>Easy On Hold\u00ae also supports audio for television and radio ads<\/li>\n<\/ul>\n\n\n\n<p>Baptist Medical Center is improving patient satisfaction scores and receiving fewer complaints. The marketing team can easily create a consistent brand voice across every location and has used the Easy On Hold\u00ae production team to create audio for television and radio ads.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><em>&#8220;Thanks for all your support. Easy On Hold\u00ae is a great partner and thank you for coming to our rescue on last-minute audio needs!&#8221;<\/em><br>\u2013 Beth Stambaugh, Senior Communications Specialist, Baptist Medical Center<\/p>\n<\/blockquote>\n\n\n\n<h2 class=\"wp-block-heading\">Where the Patient Experience Begins<\/h2>\n\n\n\n<p>The call center is not just a service function \u2014 it&#8217;s a core part of the patient journey. Yet too often, it&#8217;s excluded from branding conversations, treated as an IT asset rather than a communications channel.<\/p>\n\n\n\n<p>One hospital administrator confided that no one knew whose budget the hold music fell under, so nothing was done. That kind of ambiguity turns into a missed opportunity.<\/p>\n\n\n\n<p>With healthcare call centers averaging 2,000 calls each day, and moments of waiting inevitable even with advanced call-handling technologies, thoughtful on-hold messaging has never been more critical.<\/p>\n\n\n\n<p>Healthcare is personal \u2014 and often stressful. That\u2019s why thoughtful on-hold messaging matters more than ever. Easy On Hold\u00ae helps healthcare providers improve the caller experience.<\/p>\n\n\n\n<p><strong>Easy On Hold\u00ae helps healthcare providers improve the caller experience \u2014 and make every call count.<\/strong><\/p>\n\n\n<div id=\"download\">\n<div class=\"wp-block-file\"><object class=\"wp-block-file__embed\" style=\"width: 100%;height: 600px\" data=\"https:\/\/easyonhold.com\/blog\/wp-content\/uploads\/Easy-On-Hold-Healthcare-Solution.pdf\" type=\"application\/pdf\" aria-label=\"Easy-On-Hold-Healthcare-Solution\"><\/object><a id=\"wp-block-file--media-486c23aa-2132-48c8-b579-356207f4cba4\" href=\"https:\/\/easyonhold.com\/blog\/wp-content\/uploads\/Easy-On-Hold-Healthcare-Solution.pdf\">Easy-On-Hold-Healthcare-Solution<\/a><a class=\"wp-block-file__button wp-element-button\" href=\"https:\/\/easyonhold.com\/blog\/wp-content\/uploads\/Easy-On-Hold-Healthcare-Solution.pdf\" aria-describedby=\"wp-block-file--media-486c23aa-2132-48c8-b579-356207f4cba4\">Download<\/a><\/div>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>The rise of AI and automation in healthcare has not eliminated human call centers; instead, it has elevated the importance of well-crafted, reassuring voice messages during hold time.<\/p>\n","protected":false},"author":1,"featured_media":4764,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[141,12],"tags":[66,63,9],"class_list":["post-2296","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-technology","category-on-hold-messages","tag-clients","tag-health-care-messages-on-hold","tag-message-on-hold"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Healthcare Messages On Hold | Easy On Hold<\/title>\n<meta name=\"description\" content=\"Easy On Hold\u00ae helps healthcare providers improve the caller experience \u2014 and make every call count. Healthcare Case Studies.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/easyonhold.com\/blog\/health-care-messages-hold-improving-patient-satisfaction\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Every Call Counts: Aligning Healthcare Messaging with the Patient Journey\" \/>\n<meta property=\"og:description\" content=\"Easy On Hold\u00ae helps healthcare providers improve the caller experience \u2014 and make every call count. Healthcare Case Studies.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/easyonhold.com\/blog\/health-care-messages-hold-improving-patient-satisfaction\/\" \/>\n<meta property=\"og:site_name\" content=\"Easy On Hold | Blog\" \/>\n<meta property=\"article:publisher\" content=\"http:\/\/facebook.com\/easyonhold\" \/>\n<meta property=\"article:author\" content=\"https:\/\/www.facebook.com\/easyonhold\" \/>\n<meta property=\"article:published_time\" content=\"2025-04-21T22:46:36+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-05-22T21:11:43+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/easyonhold.com\/blog\/wp-content\/uploads\/Healthcare-On-Hold-Messages-scaled.webp\" \/>\n\t<meta property=\"og:image:width\" content=\"2560\" \/>\n\t<meta property=\"og:image:height\" content=\"1129\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/webp\" \/>\n<meta name=\"author\" content=\"Tim Brown\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@EasyOnHold\" \/>\n<meta name=\"twitter:site\" content=\"@easyonhold\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Tim Brown\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/easyonhold.com\\\/blog\\\/health-care-messages-hold-improving-patient-satisfaction\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/easyonhold.com\\\/blog\\\/health-care-messages-hold-improving-patient-satisfaction\\\/\"},\"author\":{\"name\":\"Tim Brown\",\"@id\":\"https:\\\/\\\/easyonhold.com\\\/blog\\\/#\\\/schema\\\/person\\\/d14a61bcea925041027b62ac159e24ee\"},\"headline\":\"Every Call Counts: Aligning Healthcare Messaging with the Patient Journey\",\"datePublished\":\"2025-04-21T22:46:36+00:00\",\"dateModified\":\"2025-05-22T21:11:43+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/easyonhold.com\\\/blog\\\/health-care-messages-hold-improving-patient-satisfaction\\\/\"},\"wordCount\":752,\"publisher\":{\"@id\":\"https:\\\/\\\/easyonhold.com\\\/blog\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/easyonhold.com\\\/blog\\\/health-care-messages-hold-improving-patient-satisfaction\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/easyonhold.com\\\/blog\\\/wp-content\\\/uploads\\\/Healthcare-On-Hold-Messages-scaled.webp\",\"keywords\":[\"Clients\",\"Health Care Messages On Hold\",\"Message On Hold\"],\"articleSection\":[\"Contact Center Technology\",\"On Hold Messages\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/easyonhold.com\\\/blog\\\/health-care-messages-hold-improving-patient-satisfaction\\\/\",\"url\":\"https:\\\/\\\/easyonhold.com\\\/blog\\\/health-care-messages-hold-improving-patient-satisfaction\\\/\",\"name\":\"Healthcare Messages On Hold | Easy On Hold\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/easyonhold.com\\\/blog\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/easyonhold.com\\\/blog\\\/health-care-messages-hold-improving-patient-satisfaction\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/easyonhold.com\\\/blog\\\/health-care-messages-hold-improving-patient-satisfaction\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/easyonhold.com\\\/blog\\\/wp-content\\\/uploads\\\/Healthcare-On-Hold-Messages-scaled.webp\",\"datePublished\":\"2025-04-21T22:46:36+00:00\",\"dateModified\":\"2025-05-22T21:11:43+00:00\",\"description\":\"Easy On Hold\u00ae helps healthcare providers improve the caller experience \u2014 and make every call count. 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