September 2021
Based in Gosforth, Newcastle Upon Tyne, The Grove Medical Group provides 12,500 patients clinical and non-clinical services such as adolescent health, antenatal care, diabetic care, heart disease checks, and minor surgery.
The Challenge
The team at The Grove Medical Group felt it was time to improve their patient communications, and "wanted to move with the new technology, so we had unlimited lines and a better way of monitoring/recording phone calls", says Louise Millican, Administration Team Lead.
With the advent of COVID remote working was also a necessity but not feasible with their legacy system.
The Solution
After considering a number of providers, Surgery Connect was selected as the new phone system for The Grove Medical Group. Louise explains: "What they offered was by far the best compared to similar companies, and the way they presented the information was great as Danielle the Account Manager was so knowledgeable and helpful."
Surgery Connect includes unlimited call capacity so patients can get through easily, full functionality remote working with patients completely unaware that staff on the call might be working from home, call recording tied to the patient records, real time analysis of call queues allowing optimal deployment of practice resources, Patient Callback so callers don't need to wait in the queue, X-flow graphical interface for very easily building call flows, plus comprehensive training with prompt and reliable support. Louise points out that "the fact that everyone can log on and see what everyone is doing gives scope for the full phone system to be managed better, and the unlimited lines have proved brilliant as we were struggling to get a line out to ring patients during busy periods with our previous supplier."
The onboarding process is also made as simple as possible for the practice, ensuring everything is correctly configured before go-live day, with practices kept informed of progress: "Great, very supportive and easy to contact. I even received messages from them to check on how it was going."
Louise and her team have found the system "extremely easy to use, and if you have a question the answer is usually in the Surgery Connect system, or you raise a ticket and they contact you very quickly."
The Grove Medical Group have also made cost savings with Surgery Connect being "much cheaper than an ISDN system but much better!"
The Grove Medical Group Says
"It has absolutely enhanced our telephony communications as we can do so much more with this new system and it adapts to the way we work giving us more options, for example homeworking, rather than the other way around, which was the case previously with us being limited by our old system.
"The service/communication is probably the best service I have come across.
"I wish we changed to them sooner!"
Louise Millican
Administration Team Lead
The Grove Medical Group
thegrovemedicalgroup.nhs.uk
For further information on Surgery Connect please call Sales on 0333 332 0000.
