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Surgery Connect provided Sherburn Group Practice with an up-to-date adaptable telephone system including call queueing, queue busting and call recording

Sherburn Group Practice

Up-to-date Adaptable Phone System

Sherburn Group Practice Up-to-date Adaptable Phone System

Sherburn Group Practice is a Headingly, Leeds based surgery, catering to 10,000 patients, and delivering 'Best Practice' standard of care by providing suitable patient consultations to establish an appropriate diagnosis, treatment and care plan.

The Challenge

Sherburn Group Practice wanted to "provide the practice with an up-to-date adaptable telephone system." Practice Manager Tansy Shearston was also "specifically looking for call queueing, with queue busting, and call recording, enabling patients to know where they are in the queue, rather than just getting engaged as was the case previously."

The Solution

Surgery Connect's patient friendly call queueing system, incorporating queue busting which calls back patients while maintaining their position in the queue "is an additional function which the patients love. The whole patient experience is so much better."

Tansy also fully utilises the wallboard facility: "For me as a manager the 'call board', which is in the reception office, has really concentrated the importance of answering the calls to the reception team, as well as the reports which give me clear evidence of when staffing is required."

Sherburn Group Practice Says

"During implementation and after go-live X-on have been impeccable, with a high level of service at each stage of the process, from the sales pitch (everything promised has been realised), to installation (the installation team were very pleasant and efficient) through to training and after installation support."

"Additionally, we have made a cost saving, and will do so even more when we have the EMIS integration."

"This has been one of the singularly exceptionally positive system changes I have experienced. From the very beginning to the very end of the process, every part of your team have been pleasant, helpful and efficient. The system itself is adaptable but easy to manage, and the ongoing support has been quick and is provided in a clearly explained way. It is already proving to be a far better experience for our patients and staff."

Tansy Shearston
Managing Partner
Sherburn Group Practice
sherburnsurgery.nhs.uk

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

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