Becker's Healthcare December 11, 2024
Sachin Jain, MD, CEO of SCAN Group, is sounding the alarm about the growing reliance on centralized call centers across healthcare and how they may inadvertently erode the quality of patient care.
In a piece published Dec. 9 in Forbes, Dr. Jain reflected on his own experiences in a primary care clinic and the front-office staff who knew patients intimately and could provide tailored, immediate support. He argues that the industry shift to centralized call centers in the name of efficiency has fragmented that patient connection and is creating inefficiencies and dissatisfaction.
“Healthcare at its best is a well-coordinated team sport,” Dr. Jain wrote. “Centralized call centers — no matter how well-meaning or how efficient they make scheduling —...
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