3CX Unites North Hill Medical Group & Introduces More Efficient Call Handling

North Hill Medical Group operates three surgeries in Colchester, West Bergholt and Nayland town, which cater to patients throughout the week offering a full range of routine health services. Catering to many patients in the area, call handling efficiency is of utmost importance in order to ensure the highest quality in patient care.

Having to operate from multiple locations, North Hill Medical Group were in need of a Unified Communications solution that would accommodate their telecommunication requirements of integrating their phone system between the three separate surgeries. This included managing a large volume of incoming calls effortlessly amongst 51 users.

improved call handling with 3cxPerforming a Communications Check Up

With increasing telco costs, after making on-the-phone assessments, the group realized that they needed an alternative solution to initiate more cost-effective calls. As a result, North Hill Medical Group replaced their outdated PBX system, which was causing them grief due to its inability to integrate into a single integrated private hosted solution, with 3CX.

After deploying 3CX, each surgery of North Hill Medical Group was able to provide their regular patients with a personalized service where each surgery team gets to know its patients well, boosting overall satisfaction. They have since been able to remain on top of urgent calls while still being able to attend to patients.

“The Technology Group helped us by carefully listening to our requirements and matching a solution to our needs. I was impressed by the advice and service initially provided by David Marsden and then later the rest of the TTG team. I have felt supported by everyone I have dealt with.”

– Mark Galloway, Business Manager, North Hill Medical Group

Bringing Call Handling Back to Full Health

For managing large volumes of incoming calls during peak hours, the surgeries were provided with an auto attendant function, which now facilitates their requirement of managing call queues and then directs callers effectively by choosing keypad options relative to them. Caller ID also displays the names of internal callers for ease of use.

What’s more is that North Hill Medical are now able to seamlessly implement their Same Day team which safeguards patients when they are in a state of urgency or in the case where a home visit may be necessitated.

Furthermore, with 3CX’s unique recording functions, North Hill Medical Group are able to easily track and record calls in order to improve the quality of patient care.

“The management system, including call recording and call reporting, has assisted us in staff development and dealing with patient complaints. New functions have been provided to us at no additional cost to our last telephony supplier”

– Mark Galloway, Business Manager, North Hill Medical Group

The staff at the surgeries are now able to answer calls on their already existing extensions on both their desk phones and via the 3CX Client on their desktop. Direct calls are effortlessly recognized making patient prioritization and the transferring of calls between surgeries a walk in the park.