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Allerton Medical Centre

New telecoms solution gets clean bill of health from customer!

Background

Allerton Medical Centre provides primary care for Chapel Allerton and surrounding areas in the vacinity of Leeds. The practice has a list size of approximately 6,200 patients and there are three GPs working in the practice, alongside two nurses and around six reception staff.

The practice was delighted to partner with Russell Telecom; a company with over three decade’s experience of meeting the telecommunications needs of businesses and organisations throughout the UK.

 

Requirements

Russell Telecom carried out a thorough assessment of Allerton Medical Centre’s existing system and of their specific requirements before evaluating what type of system would best fit their needs.

The practice wanted to replace its existing Virgin Centrex system with a solution that would enable more calls to be taken and would ensure that patients were put through to whom they needed to speak, and that they could access the information they required quickly

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“Our new system from Russell Telecom makes life much easier. They were excellent at working around us and installing a solution that meets our needs perfectly.” Kristine Brown, Practice Manager, Allerton Medical Centre

 

Solutions

Russell Telecom completed a thorough evaluation of the practice’s telecommunications systems before it identified the NEC SV9100 telephone system as the ideal telecoms solution for the busy medical practice.

The NEC SV9100 was installed with 11 Digital Display Handsets and eight cordless headsets, Voice Mail and Auto-attendant. Virgin Centrex lines were replaced with new ISDN2 lines. The practice’s existing geographical telephone number was retained for ease and continuity.

Auto-attendant is an optional facility that can be configured so that only out of hours calls and/or calls that have been ringing for a specific length of time are answered.

With Auto-attendant, incoming calls are answered quickly with greeting messages that can be changed depending upon the time of day or day of the week. Greeting messages can also be tailored to provide callers with dialing options – for instance: “Press 1 for appointments” or “2, call back for test results between 1 and 2pm.” Seasonal options, such as for flu vaccinations, can also be added. In addition, callers can be re-directed to an out of hour’s service or an out-of-hours number can be advised. If required, different language options are offered via a menu feature.

The Voice Mail/Auto Attendant card provides a Conversation Record feature. Conversation Record lets the user record a conversation into their mailbox, and even forward it to another extension.

This feature is extremely useful when giving complex information or taking detailed notes over the phone.

The information and conversations can be reviewed at a later date on an individual or group basis providing an extremely effective training aid.

Many organisations use this feature for recording nuisance or abusive callers and for dispute management. The call recording facility is also very useful for quality control purposes.

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Results

The practice is very pleased with the results. Kristine Brown, Practice Manager at Allerton Medical Centre, said: “Our new system from Russell Telecom makes life much easier. They were excellent at working around us and installing a solution that meets our needs perfectly.

“We now have four lines running with the same number and this is much more effective. We can add notices or other information such as days closed, flu or other vaccination messages that people may need to access. We’re a busy practice and the new system helps to make things that bit easier.”