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Kirkstall Lane Medical Centre

Kirkstall Lane Medical Centre, Leeds

A clean bill of health for new telecoms system

Background

Kirkstall Lane Medical Centre is a six -doctor practice based in Headingley, Leeds.

When it came to upgrading its telecoms system, the medical centre chose Russell Telecom, a company with three decades’ experience of meeting the telecommunications needs of UK businesses and organisations, as its preferred supplier.

Requirements

Kirkstall Lane Medical Centre required a telecoms system that could deal more efficiently with the large volume of calls coming into the practice. The practice’s existing Virgin Centrex telephone system needed to be replaced by a more feature-rich telecoms solution. The medical centre required customisable greeting messages, seasonal information and out of hours instructions as integral parts of their new system.

The practice also required a call recording facility; a feature, which is becoming increasingly in demand in today’s practice environment.

The communication from Russell Telecom was excellent during the procurement process and the engineers exceeded my expectations on a number of occasions during the installation as they went the extra mile to complete the installation in a way that was both timely and minimally disruptive to services.
Simon Boycott, Practice Manager

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Solutions

Russell Telecom completed a comprehensive evaluation of the practice’s telecommunications system before deciding that the NEC SV8100 would be the ideal solution. The SV8100 came with 15 handsets, voice mail and auto attendant.

Auto attendant is ideally suited to the busy practice environment as it allows calls to be answered quickly with greeting messages that can be changed according to the time of day or week. Greeting messages can also be tailored to provide callers with dialing options – for instance: “Press 1 for appointments” or “2 for test results.”

Seasonal options, such as for flu vaccinations, can also be added easily. Callers can in addition be given instructions and be requested to call back at specific times for particular requirements. They can be re- directed to an out of hours service, or an out -of- hours number can be advised. If required, different language options are available via the main menu feature.

Auto attendant 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 by the application.
In addition, the integrated conversation record feature is extremely useful when giving complex information or taking detailed notes over the phone. Information and conversations can be reviewed at a later date on an individual or group basis, which is an extremely effective training aid. Many organisations use this feature for recording nuisance or abusive callers and for dispute management. In addition, the call recording facility is very useful for quality control purposes.

Results

The practice team is delighted with its new telecoms solution. Black NEC phone

Practice Manager Simon Boycott commented on some of its benefits:

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The overall brief was to provide a solution that was robust enough to meet our needs as an NHS contractor to be contactable and have the infrastructure needed to provide GP services.

In terms of patients ability to call in, this has been greatly improved since the installation of the new system, with more incoming lines being available in a more cost effective configuration. The new telephone systems ability to queue calls and manage the incoming traffic both play a crucial part in this.

The new telecoms systems has provided measurable quality gains for the busy medical centre, as Simon commented: “The system itself has allowed us to manage our busy reception team more effectively delivering an improvement in quality of service for our patients.

Simon added: “The communication from Russell Telecom was excellent during the procurement process and the engineers exceeded my expectations on a number of occasions during the installation as they went the extra mile to complete the installation in a way that was both timely and minimally disruptive to services.