In healthcare, every second matters. Long wait times and disjointed communication can quickly erode patient trust. For providers, fragmented systems often delay care, drain resources, and make it harder to meet key performance benchmarks tied to value-based care.
At the heart of many of these issues is communication. When a call center can’t access a patient’s chart, or a nurse has to repeat triage steps, even the best clinical care can fall short.
The solution isn’t just newer technology. It’s smarter connections, built on platforms that combine artificial intelligence, EHR integration, and reliable communication tools. Cisco Webex Calling and SpinSci are helping healthcare systems make that shift. And with the right partner, these tools can translate into real improvements for patients and staff.
AI-Powered Efficiency
A typical patient phone call can bounce between two or three departments before reaching the right person. That delay isn’t just inefficient, it’s frustrating for patients and stressful for staff. AI routing solves that.
Using Cisco Webex Calling with SpinSci’s AI engine, hospitals can direct calls more intelligently. Routing decisions are made in real time using context such as appointment history, urgency, or care plan milestones.
The results are measurable. One large health system reduced average call handling time by 43 seconds. That saved over six hours of staff time each day. That’s time that can be redirected toward meaningful patient interaction, not system navigation.
Improved Patient Experiences
Patients expect more than just care. They want consistency. No one wants to repeat their symptoms to multiple departments or explain that they’ve already been discharged.
With integrated systems, staff see a complete view of the patient’s history as soon as a call connects. Whether it’s a care manager checking in post-discharge or an agent helping a patient book their annual screening, contextual communication increases trust and compliance.
This also leads to better adherence to care plans, fewer missed follow-ups, and stronger relationships between patients and care teams. In areas like population health, where outreach plays a key role, it also helps teams act early and more effectively.
Supporting Value-Based Care
Hospitals are increasingly evaluated not just on the care they deliver, but on the outcomes they help create. That’s why communication platforms must do more than connect calls; they must close care gaps.
Cisco and SpinSci support strategies to:
- Automate reminders and outreach
- Route patients to the right provider more efficiently
- Capture key care metrics directly into the EHR
These capabilities help hospitals stay aligned with the metrics that matter for value-based care, including readmission rates, follow-up adherence, and patient engagement. When communication becomes part of the care strategy, it’s easier to meet the benchmarks that affect funding and reputation.
Time to Replace Legacy Systems
Many hospitals still rely on legacy platforms like Genesys for call management. These systems weren’t designed with modern patient communication in mind.
Webex Calling and SpinSci offer a better fit for today’s needs, specifically for healthcare. They’re cloud-based, scalable, and designed to work with the EHR systems that providers already use. This means better data security, better interoperability, and significantly lower total cost of ownership. And most importantly, they empower your teams to do more with less.
EHR Integration: One Interface, One Patient, One Standard
Switching between systems and searching for patient IDs slows everyone down. With SpinSci’s integration into platforms like Epic and Cerner, staff can access the right patient information instantly, right from their call interface.
This cuts down on errors, speeds up resolution, and makes it easier for new staff to get up to speed. For hospital leaders, that translates into higher adoption rates and better return on technology investments.
The Lockstep Advantage
Technology is only part of the solution. Success comes down to implementation. That’s where Lockstep comes in.
Lockstep supports healthcare systems through every stage of implementation. From early planning through rollout and beyond, our focus is on helping teams get the most from their technology, without disrupting daily operations.
We understand both the technical and clinical sides of hospital environments. That’s why our deployments run smoothly, and our clients get maximum value quickly.
A Smarter Way Forward
Communication is no longer just a support function in healthcare. It’s a core part of how care is delivered, outcomes are improved, and operations stay efficient.
With the right technology and a thoughtful implementation strategy, every patient interaction can become an opportunity to improve care.
Cisco and SpinSci provide the tools. Lockstep makes them work.
