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Canford Heath Group Practice CANFORD HEATH GROUP PRACTICE South West Communications Group updated Canford Heath The challenge The solution Group Practice’s dual-site telephone and data system to The partners and patients found that the previous South West Communications Group was awarded benefit both staff and patients. system was unable to cope effectively with ever- the contract and provided a Toshiba IP CIX 670 increasing call volumes, especially at peak times of Digital communications system with the the day such as when patients were trying to obtain following functions: Canford Heath Group Practice, based in Poole, Dorset, serves 12,000 test results or book appointments. patients spread across a main surgery and branch surgery Auto-attendant - allowed callers to be directed approximately 1 mile away. This was resulting in increasing number of patients to the appropriate department (appointments, encountering the engaged tone, which caused repeat prescription requests, enquiries, etc) as frustration as patients had to repeatedly ring back well providing a queuing system that informed before getting through. Repeat prescriptions could callers of their position in the queue and only be requested in person or in writing as there was expected answer times. insufficient capacity to take telephone requests. ACD (automatic call distribution) - ensured calls The system in place was very inflexible with limited were routed to the most relevant person for their functionality. One of its many drawbacks was that it query therefore evenly sharing calls between could not provide any feedback for management as to staff and providing the most efficient service for volumes of calls and response times. Auto-attendant the patients. This facility also enabled the functionality was also another crucial facility that practice to control the number of calls received their existing system was unable to provide. subject to daily staffing levels. Senior partner Dr Anthony Howe was well aware of Voicemail – included an out-of-hours messaging these issues. He thoroughly researched the facility that means patients can be directed to marketplace for a solution that would overcome their the on-call service as well as being informed of difficulties while also fully integrating the NHS Direct’s details. The enhanced voicemail call neighbourhood branch surgery into a single recording feature allowed practice staff to communications system that was both flexible and selectively record calls for training and easy to use for patients and staff alike. compliance purposes. Call reporting - provided through Toshiba’s Insight The result Dr Howe said: “The system works well and has been software gave the practice management a live display of The branch surgery is now fully integrated into the main completely reliable to date. System analysis, installation the performance of the surgery in answering and handling surgery utilising technology that enables remote and subsequent support have been exemplary and were calls. The software provided key information such as extensions to still be part of the main system thus we to repeat the exercise, I have no doubts we would number of calls waiting, average answer times and enabling calls to be distributed regardless of which chose South West Communications Group as our service number of available call handlers providing information surgery they are working in. supplier”. normally only available in much larger contact centre environments. The system is future-proofed to enable an upgrade of the telephone and data technology into the surgery’s “InPS” Windows-based self-administration software - allowed Dr medical system, enabling fast access to patient Howe to structure the system based upon daily information, available appointments and screen-based operational needs without the need of specialised dialling. technical support. Throughout the process, South West Communications DDIs (direct dial numbers) - ensured key members of staff Group gave step by step guidance to ensure the project were directly accessible at peak call times. was correctly delivered on time and within budget. This included on-site testing and the issue of comprehensive user guides to complement the meticulous and individual training given to all users. Since being installed, South West Communications Group has provided reliable ongoing maintenance and support through its highly skilled Service Help Desk staff, who either solve any problems remotely or contact third parties they may be needed as well as utilising its team of 40 field engineers that is spread across the country to ensure a quick response. .
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