December 2018
Concord Medical Practice, based in Washington, Tyne & Wear, provides a number of chronic disease management clinics such as Asthma, Diabetes, Hypertension, Coronary Heart Disease, and Stroke/TIA, along with nurse clinics such as Family Planning, Travel and Childhood Vaccinations, and NHS Health Checks.
The Challenge
Operating within the Sunderland CCG, Concord Medical Practice were required to upgrade their telephone system to include integration with their EMIS clinical system, thereby allowing "staff know who is calling now." Management also wanted the ability to "listen to calls if necessary" as a means of assessing call handling practices and allowing the team to improve the staff/patient interaction where needed.
The Solution
After an assessment period where Sunderland CCG engaged with a number of providers, the recommendation that Surgery Connect be considered was taken up by Concord Medical Practice. The integration with EMIS Web is intuitive, allowing staff to transition smoothly. A popup advises staff which patient is calling, providing immediate access to their details. Calling the patient, or accessing associated call recordings, is also a quick process via the popup.
Concord Medical also took into consideration that with Surgery Connect: "everything was with one supplier."
Concord Medical Practice Says
"Implementation of the service and after go-live were absolutely seamless - which we were all pretty shocked about, as we were waiting for everything to go wrong - but it didn’t!
"X-on worked really well with Sunderland CCG and Egton to make sure the whole process was absolutely seamless.
"The features we find most useful are listening to calls, queue jumping for the GPs, knowing who is ringing, plus the reports have been extremely enlightening!
"A great product, great customer support (which is a huge factor in recommending the system), easy to use - once you know how - but support will help you immediately, does exactly what they said it would do without any hidden charges / extras."
Kay Clark
Practice Manager
Concord Medical Practice
concordmedicalpractice.nhs.uk
For further information on Surgery Connect please call Sales on 0333 332 0000.
