For as long as I can remember, GP surgeries have requested at least one, if not all of the following from their telephone system.
1. Call statistics
Surgeries know they are busy at peak times but they also want to know exactly how many calls they answered and, more importantly, how many callers received an engaged tone.
2. Call queuing
Patient access is always under review but using technology to help relieve the incredible pressure put on to our reception is always welcome.
3. Call recording
Who said what and how was it said? There may be a lot of information in a call that you need to refer to or sometimes the patient’s tone or choice of words was unreasonable when addressing staff.
Historically, these options have been desirable but ultimately cost prohibitive to the extent that surgeries have forgone them. But as technology evolves, more cost justifiable solutions exist to provide a practice manager with these ‘must haves’.
These features allow them to share their findings with doctors, staff and patient groups and take steps to offer the best possible service to their patients, provide peace of mind to the user and reduce the pressure on their staff at the front end.
With the increased stability of data connections across the UK, a hosted telephone system is now a mature technology that offers all of these features within a single monthly cost, replacing current line rentals, call charges* and ongoing support costs.
If you need advice on any of these must-have features or a hosted telephone system for your GP surgery, please do not hesitate to get in touch with me.
* applies to 01, 02, 03 and 07 numbers