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In recent years, some GP practices and health centres have merged with others to form GP groups or have branched out opening other sites to better serve the needs of their local population.

It is not unusual for a practice to be spread across two, three or even four sites. This can create an...

09/07
2013
Sharing staff resources helps streamline call handling for multi-site GP practices
Posted by Caroline Moore on 09/07 at 03:24 PM Videos and webinars, Healthcare, On-premise telephone systems, Healthcare,

In recent years, some GP practices and health centres have merged with others to form GP groups or have branched out opening other sites to better serve the needs of their local population.

It is not unusual for a practice to be spread across two, three or even four sites. This can create an opportunity to use telephone system technology to better manage staffing levels to effectively answer the high volumes of incoming calls.

A single telephone system can be used across multiple sites to promote true cohesion between all branches. This is particularly useful when call traffic is expected to be high, such as first thing on a Monday morning.

A typical scenario for a health centre with a branch surgery would be that the receptionists at the main site meet and greet all the patients that arrive for appointments at 8am in the morning, while the receptionists at the branch surgery answer the incoming calls from patients wishing to book an appointment later that day.

When the branch surgery opens its doors at 9am, the main health centre receptionists take over the call handling duties when needed.

Although the receptionists are on different sites, they are an integral team working together to swiftly answer calls while also dealing with the patients that walk through the door.

Modern telephone systems also have the ability to monitor inbound call activity and can provide statistics on how calls are handled.

This will reveal where there are any areas that could be improved and help GP surgeries effectively plan staffing levels and identify training needs.

SWComms case study on Canford Heath Group Practice illustrates how multi-site telephone system technology was used to effectively share staff resources to reduce patients’ call waiting times. Please download it here

 
Posted by
Caroline Moore's avatar
Caroline Moore on 09/07/2013

Former newspaper journalist, Caroline joined the company in 2008 with no previous knowledge of the industry.

She set about stripping back all the jargon to produce plain English marketing collateral to support the sales teams. Now slightly more well-versed in the dark arts of voice, connectivity and data services, Caroline writes blogs, case studies, data sheets and social media updates to engage with potential and existing customers.

This industry is far cry from her previous working life when she worked as communications manager for Exeter Chiefs and Northampton Saints.


Contact: caroline.moore@swcomms.co.uk