Imperial Road Group Surgery recently merged with Ashover Surgery to form Matlock and Ashover Practices. The focus of the partners and management team is to provide a first-class service at both locations.
The surgery faced two key challenges they wanted to address with a new communications solution.
Their old system had limited functionality and didn’t have the facility to record and listen to calls, this resulted in both staff and patients not feeling protected.
The other key issue the surgery faced was that there was no ability to monitor call statistics, for example how many calls were coming in, what peak times were and caller identification.
The solution implemented by HBT utilises the new generation of voice technology, this has had a positive impact on managing the surgeries costs and negates the need for multiple devices.
Pre-set numbers have enabled the surgery to identify priority calls, for example if a doctor is calling they can give higher priority to that call.
HBT Communications proposed a Panasonic system with features like voicemail, call recording and the ability to report on call management statistics.
The new system has call recording which has given confidence to both staff and patients, especially when providing advice on triage appointments with doctors.
Call management statistics have allowed the surgery to monitor busy times, so they can have extra staff on hand to answer calls relieving pressure off the switchboard staff and providing the best service they can to their patients.
The installation went smoothly and the engineers on site took their time to train the staff and understood their concerns. Any issues we have had post the installation have been dealt with in a professional manner by the HBT team.