Surgery Connect provides wait time, in-queue announcements, message leaving and call back options, improving the patient call experience

Simpson Medical

Call Queueing

gtd healthcare - Simpson Medical Practice

March 2018

Simpson Medical Practice, based in Moston, Greater Manchester, is part of gtd healthcare, a not for profit provider of primary care, urgent care and out-of-hours dental services across North West England. At Simpson Medical Practice 12 staff service 6,000 patients.

March 2018

The Challenge

Patients dialling in to the Simpson Medical Practice during busy times were being given the perception that staff were hanging up. Insufficient incoming/outgoing lines led to a high volume of patient complaints.

The Solution

Deploying Surgery Connect into Simpson Medical Practice allows callers to be held in a queue until a member of staff is available to take the next patient's call. The patients are provided wait time, and in-queue announcements also offer the patient options such as leaving a message or requesting a call back, resulting in a "significant improvement on patient experience."

Detailed downloadable reports on the handling of patient calls inform staff on the best way to utilise practice resources to further improve the caller experience.

Simpson Medical Practice Says

Our main reasons for choosing Surgery Connect:

  • "Price and the ability to adapt the service
  • "Reports and logging of calls
  • "24 hr Resilience and business continuity
  • "Training package"

"The number of patient complaints re getting through, therefore getting a timely appropriate appointment, has significantly improved, resulting in improved patient care.

"The new service helps with identifying busy times, so we can make sure we have the correct staffing model, and is more cost effective than the old contract. The new phones are easy to operate.

"The reports are easy to understand and inform the staff model, with patients being able to get through in a timely manner.

"Very good service, very helpful. Continuing to provide an excellent service, has resulted in us implementing Surgery Connect in other practices across the organisation."

Jane Drummond
General Manager
gtd healthcare

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