Nova Scotia Medical Centre is based in Allerton Bywater, a former mining village, in Castleford near Leeds. The practice has a list size of approximately 5, 300 patients.
There are three GP Partners in the practice. The practice runs many clinics for the management of chronic diseases such as asthma and diabetes and it offers a wide variety of other medical services including antenatal and postnatal care, minor surgery, childhood vaccinations and well-person check-ups.
Russell Telecom carried out a thorough assessment of the medical group’s existing systems and of their specific requirements.
Novia Scotia Medical Centre wanted to replace its existing telecoms systems with a solution that could embrace its requirement for a Call Recording facility and an Auto-attendant system.
Russell Telecom completed a comprehensive evaluation of the practice’s telecommunications systems before it identified the NEC SV9100 telephone system as the ideal telecoms solution to implement at the busy medical practice.
“Russell Telecom has delivered a totally all-singing-all-dancing solution. The engineers were perfect – they knew what we wanted without needing to ask!”Karen Smith, Practice Manager at Novia Scotia Medical Centre
The NEC SV9100 solution was installed with 17 digital handsets, Voice Mail and Auto-attendant.
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 be added easily. Callers can also 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.
The practice is very pleased with the results:
“Russell Telecom has delivered a totally all-singing- all-dancing solution. The engineers were perfect – they knew what we wanted without needing to ask!” said Practice Manager Karen Smith.
She added: “The Conversation Record feature provides peace of mind for staff as it ensures they’re secure in the knowledge that they have come back if there’s an issue. We also like the Auto-attendant feature, as the options are very clear.
“We love the fact that Russell Telecom enabled us to use a local voice for the recorded messages. The old system featured a southern voice, which didn’t go down as well!”