August 2018
Figges Marsh Surgery are a medium size GP Surgery in Mitcham, Surrey, providing front line patient care for diagnostic and screening procedures, maternity and midwifery services, and the treatment of disease, disorder or injury. Approved as a GP training practice and committed to delivering the highest standard of medical care while providing a friendly service.
The Challenge
An unresponsive BT customer care centre, based at BT Local Business, led to Figges Marsh Surgery looking for alternative telephony solutions.
Figges Marsh Surgery also "wanted to record calls, spread the calls during busy times, monitor system usage allowing needs assessment, reporting" and for "callers to know where they are in the queue."
Additionally they required the phone system to integrate with the EMIS clinical health system.
The Solution
Surgery Connect enables calls to be queued, providing queued callers with useful surgery information, any available options such as leaving a message, and advising of queue position. Queueing has allowed Figges Marsh Surgery to control the load during busy periods, ensuring that patients get through without feeling like they've been ignored.
User friendly interfaces assist staff in monitoring demand, and provide the tools for efficiently allocating staffing resources. Comprehensive reports also assist in refining the call handling strategy to provide patients with the best experience when contacting the surgery.
Call recording additionally assists with training staff in efficient call handling, as well as allowing doctors to review calls when the need arises, such as in complaint assessment. Calls are stored at the highest security levels, with authorised access only.
Integration with EMIS Web means staff can immediately see who's calling, and can contact patients with a single click from the popup window.
Figges Marsh Surgery Says
"We are delighted to have the new telephone system installed in our practice. The process was planned in detail, following a practice survey, and executed nicely, with training provided to all the staff and managers. The X-on staff were flexible enough to accommodate some last minute adjustment.
"We were able to keep our telephone numbers, and there was no need to change any of our brochure or letterheads. End of the month reporting is very useful. Dashboard access allows us to see the peak hour activities and plan for our future staffing model.
"Overall, the product is easy to use and we’ll recommend this to anyone who has very busy front desk!"
Dr Zak Abdullah Zakaria
GP Principal
Figges Marsh Surgery
figgesmarshsurgery.nhs.uk
For further information on Surgery Connect please call Sales on 0333 332 0000.
