The Glen Medical Group

Advanced connectivity for a busy practice


The Glen Medical Group is a busy general practice of 10,600 patients split between its two practices, which they run from the same site. The group has six GPs, one GP registrar, two nurses, one HCA and a supporting admin/reception team of 16.

The Glen had a shared system between its two practices on the same premises using IP Cisco handsets; cabling was also shared. Broadband connectivity was substandard and the quality of calls was affected, which is something the medical group was concerned about.

The Glen’s telephone number was a virtual number (for SIP), which meant a change of telephone number, which was a daunting prospect for the busy practices.

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



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

The Glen wanted a telecoms solution that would help to improve the overall customer experience. The group felt that its old system was not as efficient as a new system could be.

Russell Telecom identified the cutting edge NEC SV9100 telephone system as the perfect solution for the client.


“We are delighted with our new telephone system from Russell Telecom. From quote to installation, the process was seamless.”
Lynn Crutwell, Practice Manager, The Glen Medical Group





Russell Telecom installed a NEC SV9100 telephone system. The SV9100 are robust, feature-rich, Unified Communications enabled systems that are ideal for small and medium-sized businesses.

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Russell Telecom delivered the SV9100 with an automated call distribution system, commonly known as an Automatic Call Distributor (ACD). This is a telephony device that answers and distributes incoming calls to a specific group of terminals or agents within an organisation.

ACDs often use a voice menu to direct callers based on the customer’s selection, telephone number, selected incoming line to the system or time of day the call was processed.

Staff members are now able to log on to the system to help with reception duties during busy times. In addition, call queuing helped the call handling process by answering calls and informing callers they were in a queue.

Call recording was also introduced to ensure efficiency and for training purposes.

Finally, the innovative Patient Partner was installed to allow patients to book, cancel, check or change appointments at any time, night or day using their telephone. The system is a PC/Server based solution, which connects to the practice’s telephone system. It also integrates with their electronic appointment book, ensuring that it can operate in ‘real time’.



The Glen Medical Group is very pleased with its new telecoms solution.

Lynn Crutwell, Practice Manager, said: “We are delighted with our new telephone system from Russell Telecom. From quote to installation the process was seamless.

“The engineers were first-rate, efficient and helpful, managing to complete the whole installation with no disruption to the surgery. “The call recording feature has already helped us to resolve issues and identify staff training needs.

“The monitoring feature is invaluable in planning staff requirements and improving efficiency for the practice.”

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