Urology Austin

Keeping up with Craig – May 2023

At Urology Austin, patient feedback drives improvement. We love hearing from you about what we’re doing right, and also appreciate it when you also tell us about what we can do better.

Based on input from our patients over the past several months, the entire Urology Austin team has been implementing many process changes across our organization, especially when it comes to quickly and effectively responding to patients when they need our help. 

Our patient contact center receives about 50,000 calls a month, which truly isn’t surprising considering the size and scope of our practice. Most of those calls are forwarded from the contact center to be handled by the right person at the right location.

I personally receive many messages from patients who have concerns about our quality of service and response times, and I make sure that every one of them receives a personal response within 24 hours. It is, after all, the very least we can do for the people who entrust us with their medical care. 

For the entire Urology Austin enterprise, everything we do is about supporting you, our patient. You deserve to have a positive experience with us, 100 percent of the time. That’s why every

Urology Austin employee is undergoing intensive training to make our new, more responsive customer service processes part of their everyday work life. 

Implementing process changes does take time, and we appreciate your patience during this training phase. Our team members are committed to improving the patient experience at every opportunity, especially when it comes to answering your questions or helping you get what you need. 

At the same time, we are continuing to plan the replacement of our electronic medical records system, which will also create a much better portal experience for our patients. We are currently evaluating software options, and once a new system is implemented, our entire team will have six to nine months of training before the new platform goes live. We anticipate this work to completed by the end of the first quarter of 2024. So until then, we appreciate your patience. 

Thank you for entrusting us with your medical care. As always, I welcome your feedback. Please submit your messages to me here.


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