{"id":2571,"date":"2020-11-05T05:49:50","date_gmt":"2020-11-05T13:49:50","guid":{"rendered":"https:\/\/blog.sprucehealth.com\/?p=2571"},"modified":"2023-10-26T05:36:03","modified_gmt":"2023-10-26T12:36:03","slug":"how-spruces-phone-system-is-a-secret-weapon-for-this-busy-new-york-specialist-office","status":"publish","type":"post","link":"https:\/\/sprucehealth.com\/blog\/how-spruces-phone-system-is-a-secret-weapon-for-this-busy-new-york-specialist-office\/","title":{"rendered":"Spruce\u2019s Secure Phone System Is a \u201cSecret Weapon\u201d"},"content":{"rendered":"

Meet NYC Retina<\/h2>\n
\"Dr.
Dr. Feistmann, founder of NYC Retina<\/figcaption><\/figure>\n

NYC Retina<\/a> is an ophthalmology practice that specializes in retinal surgery. With two locations in New York, the practice provides a highly focused and competitive service. When they first opened, they relied on referrals to build their patient base. As competition has increased, however, they\u2019ve had to stand out by providing exceptional care and access to patients in order to continue their growth. It is essential for patients who are dealing with complicated and serious retinal issues to be able to reach NYC Retina at all times. The practice requires a secure phone system that seamlessly supports VoIP, secure messaging, and internal communication features so that they are able to achieve this high standard.<\/p>\n

Challenge<\/h2>\n

When Dr. Feistmann opened NYC Retina ten years ago, he employed one person to answer the phones during the day and gave out his personal cell for after-hours care. He also had a costly after-hours answering service. As the practice grew, staff members often answered questions for the same patients with no way to track or monitor the overlapping advice. Dr. Feistmann soon determined that this was not good enough for the type of service that he wanted to provide his patients or his staff members. Dr. Feistmann heard about Spruce from a colleague, who recommended that he make the switch. Although he was initially nervous about replacing the phone system, Dr. Feistmann encouraged his team to do so and they have never looked back.<\/p>\n

[perfectpullquote align=”full” cite=”” link=”” color=”” class=”” size=””]”Spruce is built for doctors\u2019 offices. It does exactly what we want, and it just works. Even the small things, Spruce pays attention to \u2014 paging each other, posting notes, etc. \u2014 it saves us tons of time and allows us to deliver a better product and to communicate better with our patients.\u201d<\/p>\n

–\u00a0Dr. Jonathan Feistmann, MD[\/perfectpullquote]<\/p>\n

Solution<\/h2>\n

Comprehensive and Secure Phone System<\/h4>\n

NYC Retina implemented Spruce\u2019s full secure phone system. By combining calls on Spruce\u2019s VoIP phones with patient and internal messaging, they have streamlined communication, improved efficiency, and driven growth in their practice. Dr. Feistmann describes the transition to Spruce: \u201cIt requires a little time to make sure it\u2019s really perfect, but you have to make that commitment. I made a bet that it would be worth it, and I totally won that bet. It was 100% worth it. The more we use it, the happier people are.\u201d<\/p>\n

Unified Patient Messaging<\/h4>\n

The staff says it best:<\/p>\n

\u201cWe used to spend hours on the phone \u2014 we had three people answering them at once \u2014 but when patients realized they could text, they were more than happy to do so and were willing to wait for a text back instead of calling. That really helped our flow.\u201d – Althea (Practice Manager)<\/p>\n

“The whole office sees every message chain, and that\u2019s the beauty of Spruce. Everyone is over the moon about it, because Employee A can answer one question, Employee B another, and me a third. It\u2019s a magical experience for patients, and we can see what\u2019s going on without texting each other.\u201d – Dr. Feistmann<\/p>\n

[perfectpullquote align=”full” cite=”” link=”” color=”” class=”” size=””]We get compliments from patients all the time who say, \u2018I could have dealt with this problem all night, and I was so scared. You literally answered my question in two seconds, and I didn\u2019t have to worry about it.\u2019 That\u2019s probably one of the best things you can hear.\u201d<\/p>\n

-Althea (Practice Manager)[\/perfectpullquote]<\/p>\n

Benefits to NYC Retina<\/h2>\n

Reliable Communication<\/h4>\n

When NYC Retina lost power, Althea relied on Spruce\u2019s cloud-based flexibility: \u201cI was able to transfer all of my calls to our satellite locations so I didn\u2019t have to worry about not answering. If patients had a question, I could communicate on Spruce. Crisis averted.\u201d<\/p>\n

Patient-First Technology<\/h4>\n

Spruce helps NYC Retina focus on important clinical matters, such as urgent patient requests and referrals, by allowing them to simplify administrative tasks. Customer service, facilitated by technology, is their \u201csecret weapon.\u201d<\/p>\n

Ease of Use<\/h4>\n

NYC Retina staff use Spruce to access inbound communication conveniently and on the go. Althea uses her cell phone to check Spruce messages and calls to stay on top of patient inquiries and coordinate responses.<\/p>\n

Spruce powers all of your practice’s communications (phone, messaging, video, fax, and more) and unifies them all into one, easy-to-use tool. Want to learn more about Spruce? Sign up for a free trial today<\/a> or contact<\/a> our sales team.<\/p>\n","protected":false},"excerpt":{"rendered":"

Meet NYC Retina<\/p>\n","protected":false},"author":13,"featured_media":3246,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"slim_seo":{"title":"Spruce\u2019s Secure Phone System Is a \u201cSecret Weapon\u201d - Spruce Blog","description":"Meet NYC Retina"},"footnotes":""},"categories":[31],"tags":[],"different-template":[],"class_list":["post-2571","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-practice-profiles"],"acf":[],"_links":{"self":[{"href":"https:\/\/sprucehealth.com\/blog\/wp-json\/wp\/v2\/posts\/2571","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/sprucehealth.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/sprucehealth.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/sprucehealth.com\/blog\/wp-json\/wp\/v2\/users\/13"}],"replies":[{"embeddable":true,"href":"https:\/\/sprucehealth.com\/blog\/wp-json\/wp\/v2\/comments?post=2571"}],"version-history":[{"count":0,"href":"https:\/\/sprucehealth.com\/blog\/wp-json\/wp\/v2\/posts\/2571\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/sprucehealth.com\/blog\/wp-json\/wp\/v2\/media\/3246"}],"wp:attachment":[{"href":"https:\/\/sprucehealth.com\/blog\/wp-json\/wp\/v2\/media?parent=2571"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/sprucehealth.com\/blog\/wp-json\/wp\/v2\/categories?post=2571"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/sprucehealth.com\/blog\/wp-json\/wp\/v2\/tags?post=2571"},{"taxonomy":"different-template","embeddable":true,"href":"https:\/\/sprucehealth.com\/blog\/wp-json\/wp\/v2\/different-template?post=2571"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}