A forward thinking Clinical Commissioning Group (CCG) in the north of England required a solution that met some key objectives and enabled them to provide a better service to patients. Their existing disparate infrastructure prevented the adoption of any joined up operation and this silo structure trapped in cost due to replicated processes.
• Need to provide high availability of critical services • Meet patient expectations on response times and appointments • Adhere to compliancy standards and security of clinical and patient data • Reduce inherent costs – do more with less • Manage BT’s removal of ISDN services from 2020 • Improve access to management reports and information
Case Study Solution
The CCG deployed a new VolP solution throughout their 15 surgeries with centralised receptionists. The handsets were refreshed to provide better reliability, consistency and voice quality supplemented by applications on the GPs smartphones to allow flexibility of contact. Full call recording and storage was adopted to ensure sensitive information was collected and stored in the cloud to adhere to Mifid II and GDPR regulations, plus powerful call statistics and reporting delivered to the administrators.
• Deployed VolP solution with new high quality handsets • Smartphone soft applications to act as extensions • Centralised IVR and hunt groups to provide a common receptionist function • Real-time and historic call reporting to provide management information • Recording of all calls and 7 year storage to adhere to required compliancy
Case Study Benefits
The adoption of a secure and reliable hosted telephony solution, allowed the CCG to pool resources where it made sense and give patients access to a wider range of services and more timely appointment options. Future-proofing the solution removed legacy concerns and allowed a more dynamic allocation of resources leading to costs being drastically reduced.
• Improved patient service, response times and appointment options • Uptime of the service measured in years ensuring access to critical services • Cost reductions on operations and line/call charges plus a more sustainable opex model • Met regulations for patient confidentiality and security of medical data • Move to digital telephony to remove legacy ISDN concerns • Improvements to management reports and processes driving more efficiency