Navigation

Queenstree Medical Practice

Practice telecoms system is now fighting fit!

 

Background

Queenstree Medical Practice is a three-GP practice serving the whole of Billingham in Stockton-on-Tees.

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

 

Requirements

Russell Telecom carried out a thorough assessment of the practice’s existing system and of its specific requirements.

Queenstree Medical Practice wanted to replace its old telecoms system with a solution that could more effectively manage the high volume of phone calls coming into the busy surgery.

 

Solutions

Russell Telecom completed a comprehensive evaluation of the practice’s telecommunications systems before it identified the feature rich NEC SV9100 Digital / VOIP communications platform with digital handsets as the ideal solution.

QueenstreeMedical_NEC_SV9100

“We now have a telecoms system that’s so simple to use in comparison with the old system. I can’t fault the engineers, the telecoms trainer and everyone involved in the installation. It’s been brilliant!”
Emma Partlow, Practice Manager at Queenstree Medical Practice

 

The SV9100 includes an integrated digital Voicemail, which not only provides a night and day service and Auto-attendant but also provides call recording.

Russell Telecom also installed My Calls Manager call information software, which enables the team to field calls more effectively.

My Calls Call Recording software was also installed at the practice. 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 thus providing an extremely effective training aid for staff.

QueenstreeMedical_NEC_SV9100_Phone

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.

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 redirected 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.

 

Results

Queenstree Medical Practice is very pleased with its new telecoms solution.

Practice Manager Emma Partlow said: “The whole process from start to finish has been painless. The team at Russell Telecom has been really efficient and excellent.

“We now have a telecoms system that’s so simple to use in comparison with the old system. I can’t fault the engineers, the telecoms trainer and everyone involved in the installation. It’s been brilliant!”