Today’s Food for Thought Topic: Google Voice

Last week one of our cardiovascular surgeons terminated our answering service to go with Google Voice.  Before now I dismissed Google Voice as an elaborate voicemail system for a one man operation or a home business.  Not a system for those who value documentation, live representation and fear of getting lost among the millions of subscribers.  I guess I was wrong.

So I asked myself, what is the draw to Google Voice? One reason comes to mind, it’s free. When a service is provided for free the consumer tends to turn a blind eye to common sense.  Some will tolerate quite a bit and may even risk their values and standards when there’s little or no money out of pocket.

Google Voice isn’t for everyone.  Below are important cons to consider before hopping aboard the Google train.

• For one, this free service charges $20.00 to initiate a port.  Okay, it’s only $20.00 but it is a cost to consider with the other factors listed here.

• Your airtime costs with your current mobile carrier will increase. 

• Not all switch-board office systems are on onboard with this new technology.  If an office is trying to reach you who utilizes such a system, when calling you, they will receive a recording that will not allow them to get through to you.

• Customer and technical support comes in the form of a public forum or an email contact.  If you’re unable to access your voicemail, your mobile phone is not connecting, dropping calls or if the service is down there is no one to call to fix it, sue for loss of business or in the worse possible scenario, loss of life.

• Even when placing a call through Google Voice, the number displayed as your caller id number will be your mobile phone number not the Google Voice number which may cause confusion to your caller.  

• There is no assurance of security of your information or that this service adhere’s to the HIPAA security rule. When the Google Voice ribbon was cut, medical HIPAA standards were not a consideration.  Your personal and patient information is floating out on an Internet cloud. An additional thought, has Google promised to keep your personal information private?  Why not sell your information to people who will pay for it? 

• How long will this free service be free?  It’s free now but there is a lot of money to be made and sooner or later it will be realized.  How about ad sponsorships?  Companies will pay large sums of money to advertise to your caller while waiting to connect to you.  What if it this company advertising to your callers happens to be a competitor?

• And lastly, you may look like a fool placing your practice or business in the hands of a free service.
 
On a positive note, it isn’t difficult to discontinue this service and port your number to another provider.  A 30 day notice is not required and cancellation fees do not apply, you’re free to go.

Gail Gamertsfelder
VP/CAO, A Better Connection, Inc.