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17/08
2011
South West Communications Group streamlines Exeter medical practice
Posted by Caroline Moore on 17/08 at 01:55 PM

South West Communications Group has installed a new telephone system for Pinhoe & Broadclyst Medical Practice in Exeter, Devon, to help handle the amount of calls it receives at peak times.

South West Communications Group has installed a new telephone system for Pinhoe & Broadclyst Medical Practice in Exeter, Devon, to help handle the amount of calls it receives at peak times.

The Exeter-based telecommunications business advised the Practice 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 to benefit from a more reliable and efficient service.  

South West Communications Group was asked to design a solution for the Practice after it experienced a number of issues with its incumbent telephone system supplier, resulting in the surgery actually being cut off on occasions. The Practice was also struggling to integrate its automated telephone appointment booking service with its existing telephone system.

If the Practice was going to invest in a new telephone system, it was keen to purchase a solution that would improve its call handling abilities, would relieve the stress put on reception staff and, ultimately, improve its service to patients.

The future-proof solution installed and maintained by South West Communications Group could cope with the integration of its automated telephone appointment booking service while also having the capability to intelligently handle calls by evenly distributing the call workload at busy times and allowing administration staff to assist reception staff by logging into the incoming calls group.

An automated attendant ensures all calls are answered promptly by the Practice’s welcome message before directing callers to either its automatic telephone appointment booking service or to hold for other enquiries while out-of-hours recorded messages are used to remind patients of emergency contact numbers and the Practice’s opening hours.

The solution also included line rental services with 24/7 fault reporting and competitive calls rates.
The telephone system was installed at a time that was convenient to the Practice and training was also given to ensure all members of staff were confident about using the system as soon as it went live.

Pinhoe & Broadclyst Medical Practice’s practice manager Andy Potter said: “Frontline reception staff are delighted with the new system. At busy times, we can quickly increase the number of operators deployed, reducing this as traffic falls.

“Training provided by South West Communications Group was excellent and we felt very well supported throughout the installation and go-live period.

“Overall we’re very happy with the system and with South West Communications Group as our provider. I only wish we’d made the change earlier.”

Posted by
Caroline Moore's avatar
Caroline Moore on 17/08/2011

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