How To Effectively Track and Record Patient Communication For Better Customer Service?

When Unidentified Calls Undermine Patient Care

For couples seeking fertility treatment, every update, confirmation, or clarification from their clinic carries emotional weight. Prime IVF Centre, known for combining advanced IVF technologies with strong ethical standards, must reach patients quickly and reliably to confirm appointments, clarify details, and respond to queries raised on online platforms.

Yet, a simple but serious problem stood in the way: patients often did not recognize the clinic’s phone number. Outbound follow-up calls went unanswered, not because patients were unwilling to talk, but because they could not distinguish genuine clinic calls from unknown or spam numbers. Over time, this made it harder to maintain trust and loyalty in patient communication.

Before vs After: Trust and Pickup Rates Reimagined

What Is Verified Call Identity, and Why It Matters in Healthcare

Prime IVF Centre partnered with MyOperator to streamline outbound calling by deploying an outgoing call management solution integrated with Truecaller’s Verified Call ID. MyOperator integrates with Truecaller for Business to provide a trusted call management platform layered with identity and branding.

For a healthcare provider, this means:

• Patients see the clinic’s name and branding when receiving calls, immediately recognizing the source.
• Calls feel more legitimate and urgent, reducing hesitation to pick up.
• Every outbound interaction supports both operational efficiency and brand trust.

Prime IVF Centre: From Missed Connections to Trusted Conversations

The Challenge

Prime IVF Centre handles numerous patient interactions every day, and it is “super critical” for the team to reach all customers quickly regarding queries, details, and appointment confirmations. Relying on standard, unbranded numbers created a persistent challenge:

• Patients and families did not recognize the clinic’s phone number.
• Follow-up calls frequently went unanswered.
• Building and sustaining trust and loyalty through phone communication became more difficult over time.

In a domain where timely answers and reassurance are essential, this communication gap posed both operational and emotional risks.

The Solution

Prime IVF Centre approached MyOperator to streamline its calling process and make every outbound call more recognizable and trustworthy.

MyOperator worked with Prime IVF to:

• Deploy outgoing call management integrated with Truecaller’s Verified Call ID.
• Enable the clinic to display its branding on outbound calls, signaling authenticity and importance.
• Provide call tracking, call recording, and reporting capabilities to support quality control and follow-ups.

This integration combined identity, branding, and visibility into a single, cohesive outbound communication layer.

The Outcomes

With MyOperator’s outgoing integration and Truecaller’s Verified Call ID in place, Prime IVF Centre achieved several key results:

• Higher First-Attempt Call Pickup: Calls made through Truecaller’s Verified Call ID were picked up by patients and families on the first go, increasing the speed and efficacy of resolving queries.
• Faster Query Resolution: The improved pickup rate helped Prime IVF answer patient questions more quickly, a major prerequisite in the healthcare industry.
• Brand and Relationship Control: The integration gave Prime IVF greater control over its branding and customer relations during outbound communication.
• Performance Visibility: Call tracking and recording empowered the team to audit conversations and implement timely improvements in staff performance.
• Reliable Follow-Ups: With proper reporting of calls, Prime IVF ensured timely follow-ups on missed calls, reducing the risk of overlooked patient needs.

Customer Speaks

“At Prime IVF center, we are dedicated to assisting couples struggling to conceive by using the most modern and reliable IVF technologies. We believe in providing the latest treatment with the highest ethical commitment and complete transparency by a compassionate staff. As a part of our business operations, we are required to connect with our customers regarding the queries that they raise on our online platforms and to check their details & confirm their appointments. It becomes super critical for us that we reach all the customers quickly. This is where MyOperator Outgoing Truecaller’s Verified Call ID integration has helped us. It allows us to display our branding while we make an outbound call to our customers. It creates a sense of urgency amongst customers to answer our phone calls on the first go. This helps us to speed up the process of answering their queries which is a prerequisite in the healthcare industry. It also gives us control of the branding and customer relations when we make an outbound call to our customers. This service is adding value and we see a long-term association with MyOperator services.”

Rampal Singh Tomar, CEO, Prime IVF Centre

Five Ways Trusted Call Identity Elevates Patient Experience

1. Make Every Call Recognizable: Verified caller identity helps patients instantly know who is calling, which is vital when dealing with sensitive health matters.
2. Increase Pickup and Responsiveness: When patients recognize the clinic’s name, they are more likely to answer on the first attempt, reducing delays in communication.
3. Strengthen Brand Trust with Each Call: Displaying branding on outbound calls reinforces credibility and deepens long-term relationships with patients and families.
4. Continuously Improve Through Call Audits: Tracking and recording calls provides actionable insight into staff communication, enabling ongoing coaching and quality improvements.
5. Close the Loop on Missed Calls: Robust reporting ensures that no missed call is forgotten, supporting timely follow-ups and better overall patient care.

FAQs

How can healthcare providers improve outbound call pickup rates?

By using verified caller ID and branded calling, providers make their identity clear, encouraging patients to answer calls promptly.

Why is branded calling important for patient trust?

Seeing the clinic’s name and branding on the screen signals authenticity and seriousness, which is essential in healthcare communication.

How do call tracking and recording support better care?

They reveal how conversations unfold, allowing teams to refine communication style, empathy, and clarity based on real interactions.

How can clinics ensure follow-ups on missed calls?

Structured call reporting surfaces missed attempts so teams can systematically prioritize and complete callbacks.

Does a verified call solution help beyond operations?

Yes, it also supports branding and relationship-building, turning every outbound call into a touchpoint that reinforces trust.

Turning Every Outbound Call into a Moment of Trust

Prime IVF Centre’s experience shows how much difference a trusted, identifiable call can make when patients are waiting for crucial updates and answers. By combining MyOperator’s outgoing call management with Truecaller’s Verified Call ID, and backing it with tracking, recording, and reporting, the clinic improved pickup rates, accelerated query resolution, and strengthened its brand promise of ethical, transparent care. Healthcare providers looking to deepen trust and responsiveness can explore similar verified calling solutions within MyOperator to ensure every outbound ring carries both clarity and confidence.

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