Future proofing Abercynon Health Centre’s Phone System…
Case Study: Client
Client: Abercynon Health Centre
Location: Abercynon, Wales
Objective: Carry out a free audit of the clients phone system to gain an insight into the issues and problems they were experiencing due to the inflexibility of their analogue phones, which did not meet NHS Access Standards.
The Initial Stage: A meeting was arranged with Adam Pryce (Director) and Ann Brown (Practice Manager). Abercynon were unable to record calls to meet specific requirements, had a reporting system which fell below the requirements set out by NHS Wales access standards and had no agile working facilities for the doctors or staff.
The Installation Process: Due to the challenging layout of Abercynon’s building, we had to install new network points throughout. To ensure there was no disruption or downtime at the practice this was carried out at night. In the majority of cases this would not be necessary as most practices already have available network points.
The Result: Abercynon have achieved significant cost savings along with a new hosted phone system. They have all the required features such as up to 3 year call recording, call queue, bi-lingual auto attendant and hunt groups which enables patients to be told their position in the queue instead of hearing an engaged tone and a full reporting system to show live calls, calls answered inbound and outbound and the 80% service level which is required by NHS Wales access standards plus allowing the practice to have the flexibility of transferring calls to various devices such as mobile phones, desktop computers, laptops etc. The new system and features also gave Abercynon a significant cost saving compared to their old system and access to additional NHS funding.
The Recommendation: We having been using Kane for our Franking Machine and Print products for many years, Adam arranged a meeting with myself to get an understanding of our issues we were experiencing. Adam worked closely with the team providing a solution which did not only improve productivity but also saved the practice a significant amount of money moving forward. He has future proofed the surgery, due to the flexibility the system offers by allowing our Doctors to work from home if needed.