Vesper Road and Morris Lane are NHS Doctor’s surgeries established in Leeds in two separate locations across town, offering a full range of routine health services. The surgeries operate as a joint practice, however being situated in different locations with separate telephone systems has made collaboration difficult.
Having to liaise from two separate locations, the surgeries were in need of a Unified Communications solution that would accommodate their telecoms requirements, integrating their phone system between them. Furthermore, with their outdated system, each feature was charged as a bolt; which in turn, was accumulating costs for them each time they used features such as voice recordings. What’s more, from a legal perspective the surgery is contractually obliged to record calls, so they were forced to pay each time this essential feature was used.
Call Recording & UC Features Meet Surgery Requirements
They were looking to update their outdated proprietary system with a UC solution to improve workflow productivity and slash costs. Initially the surgeries were apprehensive about investing in a UC for a small business and had decided not to commit to a new solution, believing that it would be too costly and difficult to implement. 3CX Partner, The Technology Group, stepped in and proved otherwise.
“The new system implemented by The Technology Group has dispelled all our previous hang ups about hosted telephony and new technologies. With our dedicated internet line we have had a consistent and reliable service and the call quality we have experienced has been great.” – Peter McIntyre, Practice Manager, Vesper Road
Automatic call recording has helped as a reference for queries and complaints whilst complying with the surgeries legal obligation to record calls. The new secure system allows them to instantly find recordings through simple filtering, saving valuable time searching for the desired file.
With softphones, deskphones and mobile clients, staff are able to improve responsiveness and always be contactable via their extension. Furthermore, the mobile client acts as a handset and has enabled especially senior patients to stay connected outside of the surgery when at home or away using the same number.
“The Installation from The Technology Group was great, it was very smooth with no disruption. The onsite training has been easily picked up by everyone preventing any hold backs. The engineer, James, was fantastic. He was very helpful, and incredibly calm, he is the ‘Buddha’ of phone systems and a real perfectionist.” – Peter McIntyre, Practice Manager, Vesper Road
User-friendly Call Management
Call routing has facilitated communication between the surgeries and they are now able to respond to calls more efficiently during peak periods, thus reducing patient waiting time. To help manage calls, staff also use their softphone client to easily transfer calls via drag and drop capabilities. Furthermore, the call reporting function helps provide vital management insight into response rates and abandoned calls, allowing resource issues to be identified, thus improving the overall patient experience and staff training.
“The hosted solution is easy to use, staff have been transferring and making calls with ease from the off, The Technology Group’s onsite training made sure they were all set up to hit the ground running.” – Peter McIntyre, Practice Manager, Vesper Road
To manage opening hours, the surgery has now set up automated time profiles. Now when patients ring the main number out of hours, the call is automatically diverted to the out of hour’s service information, helping them to get the support they need quickly.
Vesper Road and Morris Lane surgeries have managed to save 18% as a commercial comparison, upgrading to a new solution with key required features now included. Their service has been vastly improved for patients especially in terms of customer service. Patients can perceive the two surgeries as one entity, which in turn is positive for the future of the surgeries as the newly integrated platform utilizes one phone number for both surgeries to unify locations and streamline incoming calls.