The Role of Cloud-Based Phone Systems in Modern Healthcare

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Modern healthcare operations are inherently complex, involving coordination among various departments, compliance with strict regulations, and management of massive amounts of data. Traditional phone systems often complicate these efforts further with their inherent limitations and maintenance demands.

At the same time, healthcare systems function as adaptive systems, characterised by the numerous interconnected parts working together toward delivering effective patient care. 

That said, patient expectations around communication have evolved. A recent report revealed that 69% of patients are likely to switch healthcare providers if communications do not meet their expectations, up from 53% in 2023.

This begs the question: how can healthcare organisations optimise their communication infrastructure to meet modern demands? The answer lies in cloud-based phone systems and the unique way they redefine healthcare communication standards.

How Cloud-Based Phone Systems Are Redefining Healthcare Communication

Cloud-based phone systems are transforming how healthcare providers connect, communicate, and collaborate.

Traditional phone systems reliant on outdated hardware and infrastructure present several challenges when it comes to healthcare. These include:

• Scalability struggles – Expanding traditional systems to accommodate growing healthcare facilities is costly and time-consuming.

• Maintenance burdens – The regular upkeep, hardware repairs, and software updates that systems require can divert resources from patient care.

• Limited integration – Traditional systems lack many of the integration capabilities with modern healthcare applications and telemedicine platforms.

• Inflexibility – Adjusting to new demands like remote consultations or patient monitoring is a significant challenge with conventional phone systems.

All of these limitations can result in communication breakdowns, delays in patient care, and increased operational costs.

With real-time data communication tools, personalised communication, and seamless administrative coordination, cloud-based systems are redefining communication as a dynamic, adaptive tool that supports the fast-paced and complex nature of modern healthcare.

How Do Cloud-Based Phone Systems for Healthcare Work?

Cloud-based phone systems, often powered by Voice over Internet Protocol or VoIP, enable voice communication over the Internet instead of relying on traditional phone lines. Thanks to this, healthcare providers can use many types of devices to make calls: desk phones, smartphones, tablets, and even computers, without being hampered by geographic location.

These systems work by breaking down voice signals into tiny digital packets and sending them to the recipient using internet protocols. The calls are then routed through a cloud-based private branch exchange (PBX) that manages the call flows, voice mail, and other functionality. 

SIP trunking is a key component in cloud-based systems, to allow connections between the cloud-hosted PBX and traditional telephone networks, this way you can maintain a connection with landlines while taking advantage of VoIP features.

What are the Benefits of Using Cloud-Based Phone Systems in Modern Healthcare?

Cloud-based phone systems offer many advantages to improve both operational efficiency and patient care. 

Empowering Healthcare Teams with Real-Time, Personalised Communication Tools 

Effective communication among healthcare staff is one of the most important ingredients in providing high-quality patient care. Cloud-based phone systems allow for real-time communication across different departments and locations. 

For instance, a cloud-based phone system provides doctors, nurses, and administrative staff with the opportunity to work from any location using any device, as long as it is Internet-enabled. 

In a large hospital setting, a cloud-based system also facilitates quick cross-department collaboration: A physician can instantly contact a lab technician to discuss test results or coordinate with specialists for critical consultations.

The ability to quickly share critical information guarantees that patient care is coordinated effectively to minimise errors and improve healthcare delivery. Cloud-based systems make this even easier by reducing delays in information exchange.

Further, these systems can assist healthcare providers in delivering tailored experiences, such as personalised appointment reminders and faster responses, to foster stronger patient relationships.

Streamlining Administrative Tasks to Boost Efficiency

Integrating communication systems with other healthcare tools your organisation uses frequently can go a long way in strengthening operations and improving patient care, allowing healthcare providers to focus on high-priority tasks. 

Specifically, cloud-based phone systems can connect electronic health records (EHR), customer relationship management systems (CRMs), and billing platforms to make organising and accessing records easier.

Using healthcare call centre software such as Aircall integrates with tools like HubSpot, Salesforce, and various other customer support and billing systems, letting healthcare providers access patient information, manage appointments, and process payments efficiently. Having everything integrated can reduce the need for manual data entry and mitigate the risk of errors, leading to a stronger focus on patient care rather than administration tasks.

Supporting Scalable Growth and Innovation

Cloud-based solutions are designed to adapt to the evolving needs of healthcare organisations, providing flexibility for scaling operations. Whether expanding services, opening new locations, or managing seasonal fluctuations, these systems offer seamless integration and effortless scalability, ensuring uninterrupted communication and support for growth. 

Customer communication and intelligence platforms, like Aircall, are built to stay ahead of the curve by integrating with cutting-edge cloud technologies such as AI, predictive analytics, and virtual assistants. This forward-thinking approach empowers healthcare providers to enhance efficiency, improve patient engagement, and prepare for future advancements in communication technology.

Further, traditional phone systems often require sizable investments in hardware and ongoing maintenance, which can be quite expensive for healthcare organisations. Cloud-based phone solutions, however, reduce these expenses by eliminating the need for on-premise equipment.

Instead, service providers manage the infrastructure and ensure the system is up-to-date and functioning perfectly. Plus, the scalability of cloud-based systems means that healthcare providers can adjust their communications needs without incurring substantial costs—ideal for a fast-growing company.

Ensuring Compliance, Security, and Disaster Recovery Without Sacrificing Convenience

Cloud-based phone systems protect sensitive patient data with advanced encryption, secure storage, and HIPAA compliance. Automated updates and audit trails ensure regulatory alignment, offering seamless security and convenience for healthcare providers. With these tools, healthcare teams can secure patient data during phone calls, safeguarding sensitive information while maintaining compliance with healthcare regulations.

Further, in the healthcare industry, outages and incidents can be disastrous. Maintaining continuous communication is vital, especially during emergencies. Cloud-based phone systems can offer disaster recovery and redundancy features that ensure essential channels remain operational during unforeseen events. 

Recent outages in Australia’s Optus network disrupted phone service across the country, interrupting over 400,000 businesses. Relying on a traditional system could mean disaster. With cloud-based alternatives, which store data across multiple servers and locations, these phone systems provide geographic redundancy. 

Adapting to Modern Healthcare Trends with Cloud-Based Solutions

Cloud-based solutions are reshaping healthcare by supporting critical trends like telehealth, hybrid care models, and round-the-clock patient support. These systems empower providers to deliver flexible and accessible care, meeting patients where they are—whether through virtual consultations or seamless transitions between in-person and remote care. 

With 24/7 availability, cloud platforms ensure uninterrupted communication, enhancing patient trust and satisfaction. As a customer communication and intelligence platform, Aircall’s mobile capabilities take this a step further, allowing healthcare professionals to stay connected from anywhere, whether at the office, in the field, or on the go. 

By integrating with telehealth platforms and other digital tools, cloud-based systems: 

• Streamline workflows

• Improve response times

• Reduce administrative burdens

As modern healthcare evolves, these solutions enable providers to adapt quickly to changing demands while delivering efficient, patient-focused care.

Challenges in Adopting Cloud-Based Phone Systems in Healthcare

Although there are many benefits, implementing cloud-based phone systems in healthcare presents several challenges, too. 

Integration With Legacy Systems

Integrating cloud solutions with preexisting legacy architectures poses a particularly complex challenge: Ensuring that electronic health records are compatible with patient management systems and other applications while avoiding disruptions during the integration can be a significant balancing act.

So how can you integrate a cloud-based phone system without shaking the boat and disrupting operations? 

A good plan is key:

• Develop detailed integration plans that outline the steps for connectivity

• Collaborate with vendors experienced in healthcare IT integrations

• Select the right tools

Using a customer communication and intelligence platform such as Aircall offers prebuilt integrations with CRMs like HubSpot and Salesforce, as well as support for SMS and payment and billing platforms.

Data Privacy Standards

Compliance with healthcare regulations such as HIPAA stands as another barrier when it comes to implementing a cloud-based phone system. HIPAA establishes the national standards for protecting patient health information.

Staying compliant calls for selecting cloud phone providers that adhere to these regulations, including implementing the necessary safeguards and signing business associate agreements.

Training and Change Management

Transitioning to cloud-based phone systems in healthcare also requires significant attention to training and change management. 

Healthcare staff, ranging from administrative personnel to frontline care providers, must adapt to the new tools and workflows, which can be challenging without adequate preparation and training.

Comprehensive training programs must be established before and during the rollout of the cloud-based phone system. These can include:

• Interactive workshops

• Role-based training sessions

• Ongoing tech support 

How Aircall Is the Answer for Modern Healthcare

Cloud-based phone systems have the potential to transform communications in modern healthcare. From data security and regulatory compliance to integration with legacy IT systems, the right solution should deliver an experience that reflects your company’s commitment to its patients.

Aircall’s built-in call centre analytics and recording features provide actionable insights to deliver exceptional care and improve team productivity. Plus, the platform’s flexibility and scalability offer a solution that grows with your practice and adapts to a rapidly changing industry. 

If you’re ready to modernise your communication system within your healthcare organisation, Aircall offers the tools and support you need to succeed. 

Sources: 

Smart Communications. The Critical Role of Communication in Patient Outcomes: 2024 Benchmark Research Insights. https://www.smartcommunications.com/resource-center/healthcare/the-critical-role-of-communication-in-patient-outcomes-2024-benchmark-research-insights 

National Library of Medicine. Problems with health information technology and their effects on care delivery and patient outcomes: a systematic review.

https://pmc.ncbi.nlm.nih.gov/articles/PMC7651955/ 

News.com ‘Failed millions’: Damning report blasts Optus over nationwide outage as Aussie telcos face major overhaul. https://www.news.com.au/national/politics/failed-millions-telcos-facing-overhaul-after-optus-probe/news-story/62b60ca800d871c0453d8bbf9ea4c915 

HIPAA Guide. What are the HIPAA Telephone Rules?

https://www.hipaaguide.net/hipaa-telephone-rules 

Published on January 2, 2025.