Way back in 1990, EVP had an idea. We believed that traditional answering
services were under serving and over charging physicians, and that they
were an impediment to efficient after-hours doctor-patient communication.
We knew that we could provide something better. EVP began interviewing
physicians. We documented and analyzed the physicians after-hours
experience. We sought to recognize and classify the problems associated
with the typical answering service. We wanted to improve the experience.
Physicians identified the problems, we set about to devise a solution.
Utilizing information gleaned from hundreds of interviews, and additional
physician feedback, we created a revolutionary new kind of Medical Answering
Service, EVP Medi-Call Service aka Medi-Call Man.
Exclusively serving the Medical Community since 1990, "Medi-Call
Man" has transformed the Medical Answering Services market. Designed
from the ground up by physicians, for physicians, Medi-Call Man
renders all other answering services obsolete. He is the solution to
your after-hours problems. In fact, over 1,400 physicians currently
trust us with their after-hours answering service and emergency response
The following information is presented two ways, GRAPHICALLY
(for our left brained friends) and TEXTUALLY (for
our right brained friends). Either way you choose to view the information,
it is meant to simply provide a sample overview of the Medi-Call Service
and should in no way be considered exhaustive. Our goal being to explain
what it is, how it works, and to demonstrate its benefits.
Our customers range from solo-practitioner offices, to multi-physician
practices, to multi-specialty clinics, to medical schools, to large
multi-state specialty medicine corporations. Practically ALL specialties
and subspecialties are represented within our customer base. Your particular
Medi-Call Service may be similar to the overview, but it
can be as individual as you are.
What Is It?
Lets face it. When a patient experiencing an urgent situation
calls a physicians office, they want one thing. They want to talk to
their doctor. The less time that passes between their phone call to
your office, and their receiving a return call from you, the more satisfied
Typical answering services will tell you that patients want to hear
a live voice, a human voice an overworked, underpaid, non-medically
trained, operators voice.
EVP believes that patients want to hear a live voice BUT -
we believe the voice should be - a medically knowledgeable voice, a
concerned and caring voice, a DOCTORS voice YOUR
voice. That is the primary function of our Medi-Call Service, to improve
communication between physician and patient. Medi-Call Man is the Doctor-Patient
How Does It Work?
1 You forward your phone to your Medi-Call Service Medi-Call
Man takes it from there.
As a Medi-Call customer, you are assigned a unique Medi-Call Telephone
Number. During lunch or after hours, to activate your service, you simply
forward your office telephone to your Medi-Call Number. To deactivate
your service, you simply un-forward your telephone. You never get a
busy signal, or get put on hold, when turning over your calls to Medi-Call
2: - Medi-Call Man answers your phone.
When a patient calls your office, Medi-Call Man answers the call on
the first ring. Your patient hears your unique, professionally recorded
greeting. Patients know immediately that they have reached your office,
and they are quickly provided the information they need.
EVPs Customer Care Specialists are trained to assist you in
the creation and design of your greeting. We customize your Medi-Call
Service to your specification, to your protocols. We work with you to
identify your different call types, which type of call requires emergency
notification and which type of call should be handled the next business
day, by your office staff. You Decide!
Based on your specifications, your Medi-Call Service answers your calls
exactly as you want them answered every time with a consistently
professional image. Medi-Call is never rude, never gets tired or sick,
and never has a bad day. Medi-Call can answer hundreds of calls at the
same time, he currently answers about 350,000 per month (more than 4
million a year) and never puts anyone on hold.
3: Triage Identifying Calls as Either Urgent or Non-Urgent
We create your specific Medi-Call Service based upon your greeting,
and your practice specific database, both designed exclusively for your
practice. Medi-Call Man classifies each call based upon your specifications
(urgent or non-urgent, colleague or patient etc). He engages callers,
performs triage screening and routes calls accurately and reliably every
time, according to your preferences. Every call is resolved per your
instruction and every message delivered to the appropriate person. He
doesnt bother you with non-urgent messages or requests. No operator
intervention or interpretation is required, eliminating the potential
for human error.
Our customers report that call volume for on-call physicians is typically
reduced through the use of our Medi-Call Service, sometimes dramatically
If a call is identified as non-urgent it would proceed to step
4. If identified as urgent it would proceed to step 5.
(Link to 4 and 5?)
4: Non-Urgent Callers May Leave Non-Urgent Message
When a call is identified as a non-urgent issue, Medi-Call Man invites
the patient to leave a confidential message for their physicians
staff, to be returned the next business day. Office staff can retrieve,
sort and review non-urgent messages the next morning. Staff members
have a chance to access, review, and prioritize patient messages. Medi-Call
Man allows your office staff to manage patient demands by function,
not just by patient, which results in more efficient callbacks and greater
5: Urgent Calls Collect Patients Call Back Telephone Number
Because the accuracy of information you receive while on-call is critical,
Medi-Call Man collects the patients call-back telephone number,
on every urgent call. This eliminates operator transcription errors.
You receive the patients CORRECT telephone number EVERY time.
6: Urgent Calls - Patient Records Urgent Message
After collecting their call back telephone number, Medi-Call invites
the patient to leave a detailed, confidential urgent message for the
on-call physician. Patients appreciate that ONLY the person that can
help them will hear their message. They are no longer forced to share
personal and confidential health information with a complete stranger.
Patients no longer have to worry about whether someone they have never
met is going to transmit their information accurately. No operator intervention
or interpretation is required, eliminating the potential for human error.
When finished with their message, the patient simply hangs up. Medi-Call
Man then moves on to the next step Urgent Notification.
7: Dependable and Reliable Physician Notification
Once an urgent message is received, Medi-Call Man immediately begins
the process of notifying the on-call physician. Using your practice
specific database, Medi-Call Man always knows who is on-call, and how
they wish to be notified. (No more wrong physician getting notified,
or getting notified when you are not on-call.).
He can contact you on your pager, your cell phone, home phone, or office
back line. You Decide! If you dont respond within a predefined
time limit, he will automatically escalate the call. He can re-page,
attempt to contact you at alternate telephone numbers (cell, home) or
even contact backup on-call personnel within your call group. The point
is, he will not stop until the patients message is retrieved.
No calls are ever lost.
Medi-Call Man even allows you the flexibility to have urgent calls
that originate from patients follow a different set of call handling
protocols then those urgent calls from physicians or hospital staff.
Again, You Decide! You can tailor your on-call contact arrangements
independent of the rest of the members of your practice. You decide
how, when and where to receive your calls. And changing your protocols
is a snap from any touch-tone telephone, and soon from the Internet.
No operator intervention or interpretation is required, eliminating
the potential for human error.
Once successfully notified, the on-call physician retrieves their urgent
8: Urgent Message Retrieval
Upon retrieving your urgent message, you will hear the patient describe
their problem, in their own voice. When your patients relate their problems
themselves, nothing is ever lost or filtered out. This allows you to
more fully access the acuity of their situation. No more garbled or
cryptic messages. And, since you know what the patient is experiencing,
you are much better prepared to assist them when you return their call
which is the next step.
9: Medi-Call Man Connects You Back to the Patient One-Touch
At the end of each urgent message, the telephone number of the patient
is read back to you. Remember, in step 4 every patient confirms
his or her telephone number. No more wrong or lost telephone numbers.
No more fumbling for pen and paper in the dark or in the car. No more
trying to read your hastily handwritten messages on scraps of paper.
With the push of a button, Medi-Call Man dials the patient back automatically
and then connects (patches) you to them. You do not have to hang up
and dial them back. Medi-Call Man connects you directly.
When you Patch back to the caller, Medi-Call Man automatically
saves the callers message and telephone number. If you need to reach
the patient again, you simply log into the service, access the message
and then you can Patch Back again. There is never a need
to write the number down.
Best of all, when you Medi-Call Man Patches you back to
your patient, he protects your private telephone numbers. An EVP number
is displayed on your patients caller ID NOT your private telephone
numbers. No more patients calling you back on your home or cell phones.
Medi-Call Man even bypasses your patients anonymous caller ID.
10: Get On With Your Life.
We cannot promise that Medi-Call Man can make the on-call experience
fun or enjoyable. We can however, make your
after-hours and on-call communication more reliable and less intrusive.
We can make the experience much more precise and efficient. We can systemize
We ALSO save you a lot of time and frustration. Medi-Call Man typically
connects physicians and their patients, accurately and reliably, within
three to five minutes of the patient placing the call. Think about that.
The patient calls your office, goes through triage, confirms their call-back
telephone number, and records their message. Medi-Call Man then notifies
you and delivers the message and even dials the patient back, allowing
you to address the patients specific problem, then get on with your
life. And it all occurs within three to five minutes! Lets see
a typical answering service match that.
Our customers commonly report that call volume for on-call physicians
is typically reduced, sometimes dramatically reduced. And the calls
they do receive are handled in a much more efficient, time saving manner.
Medi-Call Man is the solution to the problem. He is the Doctor-Patient
To find out more about how we can help, please contact us. It will be
the best call youll make all day.