DMC Healthcare utilised the Surgery Connect Contact Centre solution to quickly restore patient to clinician phone contact during the Coronavirus pandemic

DMC Healthcare

Emergency Contact Center Solution

DMC Healthcare - Surgery Connect Contact Centre

April 2020

DMC Healthcare is a leading provider of consultant-led Primary Care with a growing number of GP surgeries, walk-in centres and a mobile medical unit across London and Kent, treating 90,000 patients each year, while working closely with 19 CCGs. DMC also provide specialty services such as Dermatology, Endoscopy, MSK and Radiology Reporting to the NHS.

April 2020

The Challenge

As the effects of the Coronavirus pandemic began to impinge, DMC found themselves with difficult choices. Tracey Porter, Call Centre Lead at DMC explains: "On the 23rd March we found out we were locking down our office the next day due to Covid-19. With no notice or plans in place we were left with no choice but to make the difficult decision to close our phones lines to our patients with immediate effect, resorting to email communication only."

DMC urgently needed a phone solution that would allow staff to work from home.

The Solution

Tom Chittock - Service Delivery and Customer Liaison Administrator at X-on
Tom Chittock
X-on Service Delivery

DMC opted to utilise the Surgery Connect Contact Centre solution to quickly restore patient to clinician phone contact: "We had already identified X-on as the provider of choice for dermatology, but had yet to start the migration process. After discussion with our CTO Mike Perrett and X-on, we decided that we would transfer our current lines into X-on lines and divert the calls to the staff home phones in the absence of any X-on handsets."

Good communication between DMC and X-on resulted in incredibly quick deployment of the Contact Centre solution across the DMC estate. Tom Chittock, Service Delivery and Customer Liaison Administrator at X-on, was instrumental in building a good relationship with Tracey and progressing the rapid deployment of the service.

DMC Healthcare Says

The Chronology

"On Monday 30th March X-on delivered 40 headsets for the staff, which I distributed to those in need.

"On Tuesday the 31st I discussed the set up with Tom from the Service Delivery team at X-on and we set the staff up with their phone numbers and set up the Groups and incoming lines. Tom was extremely helpful answering all my questions, and showed me how to use the system so I could remotely train the staff.

"On Wednesday morning I trained the staff on how to log into the phones and makes calls, and we then asked our current provider to divert the lines to newly provisioned ones from X-on. By lunch time on Wednesday we were making and receiving calls again (phew).

"We had a few minor errors, which I have reported using the support system on X-on. I have found them to be responsive and helpful, providing clear and concise answers.

"A day after we’d gone live with the service, after a little discussion, Tom developed a wallboard so I can now view at a glance by contract what our call volume statuses are.

"There is a softphone which is nearly ready to launch which will be make life even easier for the staff. The feedback from staff has been extremely positive, they are finding the system easy to use and navigate.

"The reporting suite on X-on is good as I now can see in real time the staff activity. I can also look at the prior activity and establish how many calls are coming into each line, which I was not able to gather with our other provider. This will give us a much better understanding of our workflow.

"Although we have had to speed the implementation process up massively, I believe what we have achieved with X-on has been amazing. Their solution is a real benefit and as an organisation we have much more control over the flow of our calls in real time without having to consult a third party.

"I’d like to thank all those involved at X-on in getting this emergency solution in place so quickly."

Tracey Porter
Call Centre Lead
DMC Healthcare
dmchealthcare.co.uk

For further information on Surgery Connect Contact Centre please call Sales on 0333 332 0000.

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