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Hello, and welcome to CGTA's new technology column. The board of directors felt that a column helping to clarify the many ways in which technology can be appropriately woven into the fabric of a group clinician's practice might prove to be useful. A variety of topics will be addressed in each issue, with the overall goal of trying to meet the needs of the CGTA membership. Future topics will include an overview of the different types of hardware and software that would help increase one's clinical productivity, the use of personal digital assistants, and how to effectively harness the power of the Internet. In order to prevent us from placing the proverbial horse ahead of the cart, I thought that we would begin with a discussion of telecommunications equipment.
I know this sounds basic; however, in working with children one of the most fundamental pieces of technology that you can own is a decent telephone. The numerous phone calls that are required to reach co-treaters who simultaneously work with your clients will prompt call rates that are far above the average when compared to an adult practitioner. Remember that priority number one is always confidentiality. An information voyeur can easily listen in to your conversation if it is conducted on an older wireless telephone. Older cellular phones that use analog signals are equally at risk. These unscrupulous individuals can obtain the equipment needed to eavesdrop on your phone conversation at a local Radio Shack store. You may recall that Newt Gingrich was lax with his use of a cell phone a few years back and had someone listen in on his phone conversation. This person then reported the contents of the conversation to the national media. The newer, more sophisticated phones use advanced encryption (signal scrambling techniques) to prevent eavesdropping. While there is never a 100% guarantee that your phone conversation will be completely private, you should always try to keep up with recent security advances. Your telephone should also be convenient to use. A redial button is essential, and a speaker phone feature will allow you to work freely at your desk while you are on hold with a managed care company representative. Remember that the purpose of the technology is to make your life easier, not more complex. Taking the time to program frequently dialed phone numbers into the allotted quick dial keys will inevitably save you time.
If it is at all possible, try to maintain a single voicemail account. Balancing several accounts can be difficult and draining. Be aware that you will most likely be considered to be a technological dinosaur if you still use a scratchy, cassette tape, message machine. While one should not use cutting edge technology that is not fully reliable, since you might be perceived as being careless by your clients, the use of older technology may convey an image of a professional who is out of touch with the latest clinical techniques and research. Check your message from time to time to ensure that it is accurate and clear. Remember that this initial contact point will introduce potential clients to you and your practice. Make sure that the tone of the message conveys your clinical style. If you are concise, then a concise message is appropriate. Some clinicians feel that it is important to say "You have reached the office of John Doe . . ." rather than, "You have reached the voicemail box of Jane Doe . . ." The former introduction leaves clients feeling that they have connected with you at a specific location rather than a silicon slot within a telephone company's computer. It is also important to mention in detail how your clients should contact you if they are in crisis, or how to access a crisis center or emergency room if you do not provide crisis coverage. It is important to check your voicemail regularly. This is sound advice from a person who is usually guilty of voicemail neglect. A prompt reply is professional and courteous, revealing a sense of concern and urgency for the needs of your clients/colleagues. A colleague of mine once mentioned that you should return non-urgent voicemail messages within 36 hours . I am not sure where he obtained this standard, but I have found that people are generally satisfied with this guideline.
The use of a pager, a mobile phone, or a combined pager/digital phone is sometimes needed for professionals who offer 24-hour, 7-day per week coverage. Do not offer this coverage to your clients if you will not respond to pages in a prompt manner. Prompt is defined as within 10-15 minutes. In your quest to determine what type of mobile phone would be helpful for you to use you might want to go onto the internet to: www.wirelessdimension.com. I found that this site was able to untangle a convoluted array of information about a variety of calling plans, prices, calling areas, standards, and a wide range of technical terms that you may otherwise find to be intimidating. If you do not have access to the Internet then you might want to have a chat with your local wireless vendor. I personally tend to select the type of technology that has proven to be simple to use. I went with Bell Atlantic Mobil when I purchased my phone. The phone itself was expensive, but it fit comfortably on my hip and was a little bit larger than my old pager. Since the phone was able to process digital pages I was able to eliminate my old pager completely. The service received a very high rating by J.D. Powers and Associates, with regard to customer satisfaction. I wanted to be a satisfied customer so I signed on the dotted line (be warned that you need to read the contract--the devil is always in the details). In closing, I would look forward to any feedback that you would have regarding the format and content of this column. Comments by CGTA members on the manner by which information is presented in this column, as well as any helpful hints for fellow members, would be welcomed.
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