The background
South West Communications Group helps Channel View exceed national standards by making it easier for patients to contact its busy practices.
Channel View is a multisite medical practice with surgeries in Teignmouth, Chudleigh and Bishopsteignton. The practice employs 17 members of staff, is run by 5 working partners and supports more than 8,000 patients in the local community.
The challenge
Channel View’s existing analogue telephone system was struggling with the strain of an increasingly heavy demand to the point that it was beginning to leave many patients feeling dissatisfied. In addition, the existing system was unable to provide a number of key features and this was having a negative impact on workflow across all 3 sites.
The practice’s main problem was handling inbound telephone calls as increased waiting times and constant engaged tones, particularly at busy periods of the day, added to the strain on reception staff.
In addition, Channel View had not reviewed its call and line rental charges for some years and was being held to some most unreasonable rates by their existing supplier. In order to overcome these ongoing issues, the partners decided it was time for a change.
The solution
Despite their technological limitations, the practice had performed well and, as a result, had an excess of budget to improve their communications set-up. Three companies were involved in the consultation process and after favourable references from other local practices, South West Communications Group was chosen by Channel View based on their reputation as the local market leader combined with its good understanding of the practice’s needs.
South West Communications Group provided Channel View with a tailor made Alcatel-Lucent OmniPCX Office telephony solution including its call routing service to provide the following:
- Direct dial numbers
- Auto-attendant
- Call diversion
- Voicemail
- Cost efficient call routing for cheaper bills
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