The Ridge Medical Centre moved into a brand new purpose built premise and required a new telephone system to handle the large amount of calls they receive each day to provide a service that their patients would be happy with.
The Medical centre wanted incoming callers to get options when calling in and be swiftly routed to their required destination .They wanted to be able to change the messages easily to take into account changing circumstances both internally and seasonal i.e. flu jabs and clinic times etc. The medical centre wished to keep patients informed as much as possible with forthcoming events and notifications, whilst also taking pressure off reception by lessening incoming calls that had to be manually answered.
Because The Ridge is a large medical centre they wanted to be informed of missed /abandoned calls and longest call waiting so they could invite other staff to log onto handsets to assist the main reception at certain times of the day. They also wanted all calls recorded to protect the staff as well as patients while also using the recordings for staff training. Due to the size of the new premise contacting staff that could be moving within the site would be a factor that needed managing.
Any new Telephone system would need to meet these needs and be as future-proof as possible to manage new technology as it it became available.
The Solution
Octagon’s consultants carried out a detailed evaluation of the medical centre’s needs. They chose to install the NEC Communications Server with sophisticated Auto attendant facilities and a built in voicemail. This allowed calls to reach the correct department quickly and took pressure off the reception at busy times. The messages could be changed easily by ridge staff if required. Call recording was implemented to help with staff training and protection of staff and patients alike. Real time call management statistics were provided to help with staffing the reception for busy times. An integrated DECT cordless solution was installed and cordless handsets were issued to staff that could be moving around the premise to allow them to be contacted wherever they were.
Results
The new telecoms solution has helped The Ridge Medical Centre give up to date announcements to patients, handle calls effectively, make sure staff are on hand at busy times so that all calls are answered within a certain amount of time. The Medical Centre can now run reports on the amount of calls the staff are handling as well as the amount of calls being made to and from the practice.
As piece of mind the Medical Centre management know that all calls in and out of the Practice are being recorded to ensure that they protect both themselves and their patients in the case of any disagreements with each other. The Practise has the ability to make their own basic changes to the day to day running of the telephone system as well as being able to divert calls out of hours while also confident in the fact that they are being supported by a truly professional company Octagon Communications Ltd.
Client Response
“We found the advice and support form Octagon in selecting a new phone system helpful when we were sourcing our new system. The set up an installation of the system went smoothly and their technical support was excellent. Since then we have always found Octagon to be responsive and prompt in addressing any changes to the system or maintenance required.”
Nick Nurden – Business Manager
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