The background

South West Communications Group streamlines the way Pinhoe & Broadclyst Medical Practice in Exeter, Devon handles its calls at peak times.

Pinhoe & Broadclyst Medical Practice is a 6-GP doctors’ surgery in Exeter, Devon, working out of 2 sites as its name suggests. The Practice is always willing to embrace new technology to improve its patients’ experience and uses a text reminder service and automated appointment booking service.

The challenge

Pinhoe & Broadclyst Medical Practice had experienced a number of issues with its incumbent telephone system supplier, resulting in the surgery actually being cut off on occasions, which was clearly not acceptable. Integration of the automated telephone appointment booking service with the practice’s existing system was also proving to be a struggle and therefore a new system was required.

The Practice was keen to invest in a system that would improve its call handling abilities in a more intelligent way, would relieve the stress put on reception staff and improve its service to patients.

The solution

Pinhoe & Broadclyst Medical Practice decided to invest in a Toshiba Strata IP-CIX100 telephone system at its main site in Pinhoe and to migrate all of its lines to South West Communications Group as part of a solution that included:

•    Improved telephone system functionality
•    Intelligent call handling to evenly distribution of call workload at busy times
•    Automated attendant to greet callers with a welcome message before directing their calls
•    Recorded messages to broadcast opening times/emergency out of hours contact numbers
•    Line rental services and competitive calls rates
•    Line usage reports
•    Ongoing support

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