A service-level agreement (SLA) defines the level of service expected by a customer from a supplier, laying out the metrics by which that service is measured, and the remedies or penalties, if any, should the agreed-on service levels not be achieved.

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“Response time” is defined as the amount of time between when the client first creates an incident report and when the provider actually responds and lets the client know they're currently working on it.

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Response SLAs ensure that patients aren’t left waiting around for a reply or an update. The time to first reply is an especially important SLA because it also serves as an acknowledgment of their inquiry. Once patients know that a specialist is looking into the problem, they are much happier waiting for a resolution.

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Faster response times demonstrate to patients that you’re here and ready to help them, even if that first response is a brief reply to reassure them that you’re looking into their issue. 

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High-value contracts will often require personalized SLA conditions. With multiple SLA policies, you can set a unique deadline for each patient and for each situation you might encounter.

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With HIPAA Force, HIPAA Compliant Call Centers can simplify all service management. The solution allows you to automate aspects such as SLA control and service indicators, improving communication between patients and specialists, and allowing you to solve problems and incidents faster.