Lyndhurst Surgery is a four-partner GP practice in Lyndhurst, Hampshire, and is part of the New Forest Primary Care Network (PCN).
Lyndhurst Surgery had been using a cloud-hosted phone system from 8x8, along with other surgeries in the area. While cloud-hosted is recognised as the recommended telephony solution for general practice, this one was letting Lyndhurst down.
Calls were dropping out, call queuing was not working effectively and 8x8’s follow-the-sun helpdesk meant fault calls were often handled by agents in the US. Understandably, Lyndhurst was keen to switch to a different system.
We recommended and deployed Gamma’s Horizon cloud-hosted phone system. The surgery was familiar with a cloud set-up, but this particular solution is more suited to a GP surgery’s needs. Cloud-hosted systems are favoured by general practice due to the cost savings and flexibility they can offer. Calls, which are a considerable outlay for surgeries, are free to local and national numbers, and UK mobiles. The entire solution is paid for on a monthly per user basis and includes software updates and support, so Lyndhurst can budget accordingly. Support is provided by our own UK helpdesk. Our agents are experts on the Horizon system and can usually address any issues remotely.
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