Borchardt Medical Centre is a modern and dynamic practice based in South Manchester. The practice has eight GPs as well as three practice nurses and an assistant practitioner. The medical centre is also a training and teaching practice with two GP registrars, two foundation doctors and medical students.
When it came to upgrading its telecoms system, Borchardt Medical Centre chose Russell Telecom, a company with three decade’s experience of meeting the telecommunications needs of UK businesses and organisations, as its preferred supplier.
Borchardt Medical Centre required a solution that could embrace its requirement for a call recording facility, MyCalls Manager and an auto attendant system.
The practice also wanted to transition from using an 0844 number back to using a local number, after listening and responding to patient feedback.
“The install was seamless and the engineers were absolutely first rate. We did not even know they were there!”
Rob Douglas, practice manager, Borchardt Medical Centre
Russell Telecom completed a comprehensive evaluation of the practice’s telecommunications system before deciding that the NEC SV8100 solution would meet their requirements perfectly.
The SV8100 is one of the newest digital and IP phone systems from NEC and is the ideal solution for a busy medical practice.
The system includes an integrated digital voicemail, which not only provides a night and day service and auto attendant but also provides call recording. The auto attendant facility has given the practice the ability to direct callers quickly and effectively to the information they need at the touch of a button. Greeting messages can also be changed to suit requirements.
The practice is now able to use NEC’s MyCalls Manager call management software. The software will give the practice the ability to measure how long callers are waiting before they hang up, for example. Russell Telecom also provided the practice with MyCalls encrypted voice recorder. This feature is extremely useful when giving complex information or taking detailed notes over the phone. It is also very beneficial when providing triage to patients over the phone.
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.
The auto attendant feature allows the practice the ability to respond to calls quickly and effectively and to direct callers to the best source of information.
“The installation also went very smoothly and seamlessly, and the engineers were absolutely first rate. We did not even know they were there! This is the perfect situation in a busy medical practice like ours. We were also very pleased that Russell Telecom changed our telephone number back to a local number, which is something a majority of patients had requested.”
Russell Telecom has helped a growing number of medical practices move away from 0844 numbers to local numbers as painlessly and seamlessly as possible.
John Hartley, a regional manager at Russell Telecom, commented: “The experience Russell Telecom has gained helping other surgeries through this process enabled us to provide professional support and guidance through a transition that at times can appear daunting.”
Finally, Russell Telecom provided the team with firstrate training, and ongoing support, to enable them to amend the system set-up and make changes to autoattendant messages, saving time and money.