Surgeries need to be able to manage and answer a large number of incoming calls at peak periods for appointment booking. An average sized practice of 6000 patients can experience peaks of up to 300 simultaneous attempted calls when booking lines open in the morning.
Surgery Connect is a telephone system that provides call capacity in the network to answer all calls straight away. Patients are queued and informed before being transferred to reception staff or routed elsewhere.
Surgery Connect can either work with an existing system, or can be installed as a complete replacement phone system with advanced features. The system can work with existing numbers or can be provided with new numbers.
By choosing Surgery Connect, Medical Centres can improve patient satisfaction while reducing operating costs and have a managed phone system that takes advantage of the latest communication and Internet technologies.
Solution A - Network Solution (Keep and Enhance Current System)
Description
Surgery Connect can be added to the existing phone system so that there is no change to any equipment or handsets on site. Calls are automatically answered and queued on X-on's servers and transferred so that handsets ring in the normal way.
This can be a good solution where the surgery owns a phone system and wants to minimize changes. However, there can be hidden maintenance costs in supporting an aging phone system and the benefits of an upgrade should also be considered.
Surgery Connect With an Existing Phone System
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Improved patient satisfaction through Managed Call Queuing and no busy tones |
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Inbound call recording for audit, training and dispute resolution purposes |
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Call management reporting allows staff levels to be adjusted with traffic loads |
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Patient recorded information services can be changed at short notice, reducing call traffic peaks by dealing with topical subjects, pandemics etc. |
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Patients can automatically route their calls to other departments or out of hours services reducing staff time in transferring or redirecting callers |
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Inbuilt Business Continuity - service will continue to function in the case of building evacuation, emergency staff shortages etc and calls can be redirected |
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Service can be totally managed by X-on or by surgery staff via secure web page as preferred |
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No changes to handsets or phone operation means no retraining |
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No changes to inbound lines so seamless implementation |
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No minimum contract period |
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No set-up or installation charges |
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Virtually unlimited inbound capacity (hundreds of calls) |
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Patients may select desired departments, such as 'appointments', 'dispensary','administration' |
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Call queuing when busy with position in queue messages |
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Routine recorded information services, such as advice lines |
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Emergency recorded information services to deal with topical public concerns |
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Automatic Timer operation with separate out of hours, weekend and holiday services |
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Call Recording of inbound calls |
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Voicemail for departments or individuals with delivery via email or by dial in |
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Off-site extensions, or divert to other Health departments |
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Call transfers of inbound calls to off-site extensions or numbers |
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Call management reports |
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Use existing numbers or change to new non-geographic numbers |
Implementation Plan and Timescales
Since there are no physical changes required on site, installing Surgery Connect on to an existing system depends largely on the planning process of how the inbound calls are to be handled - 'designing the call flow'. Once the call flow as agreed, the system can be ready for testing within 10 working days. Testing can take place before inbound calls are switched to the service. Once accepted, the service can be made live within the next working day*.
There is no change from the staff perspective as to how inbound calls are handled and outbound calls are made, so training is normally unnecessary. An on-line training course for administration staff wishing to use the web management portal may be arranged.
*An exception to this is where existing numbers are to be preserved.
In this case, it may be necessary to 'port' numbers, requiring an additional 10-15 working days.
Proposal B - Total Solution (Replace Current System)
Description
A total solution will provide a replacement to the existing phone system. This is done by installing handsets that connect to the Surgery Connect network. An 'SCbox' in the surgery routes calls to and from the network. Calls will be routed over the Internet via a dedicated broadband link installed as part of the solution. Both inbound and outbound calls will be routed over existing BT lines in the event of Internet problems, so there is no danger of a loss of telephony service.
The full set of benefits and features available for Proposal A are available with the total solution, but with the additional possibility of allowing more calls to be processed than the number of BT lines would normally allow and to give each handset a dedicated 'DDI' telephone number.
The additional cost involved in this solution is offset by highly discounted call costs made to Australian and overseas destinations. Calls made to other Surgery Connect users are routed over the SCNet network and are totally free. Since the total solution can use less phone lines than a conventional phone system, there are potential line rental savings as well. The total of these savings will often exceed the additional cost.
The Surgery Connect total solution is a managed next generation network phone system.
Surgery Connect Replacing an Existing Phone System
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Improved patient satisfaction through Managed Call Queuing and no busy tones |
|
Inbound call recording for audit, training and dispute resolution purposes |
|
Call management reporting allows staff levels to be adjusted with traffic loads |
|
Patient recorded information services can be changed at short notice, reducing call traffic peaks by dealing with topical subjects, pandemics etc. |
|
Patients can automatically route their calls to other departments or out of hours services reducing staff time in transferring or redirecting callers |
|
Inbuilt Business Continuity - service will continue to function in the case of building evacuation, emergency staff shortages etc and calls can be redirected |
|
Service can be totally managed by X-on or by surgery staff via secure web page as preferred |
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Direct phone number for each extension (DDI) |
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Reduced call costs |
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Free calls to other Surgery Connect users |
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Reduced line rental costs |
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Single supplier for all telephony billing and maintenance reduces administration |
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Future-proof with path to integration with patient management and appointment reminder systems |
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Virtually unlimited inbound capacity (hundreds of calls) |
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Patients may select desired departments, such as 'appointments', 'dispensary', 'administration' |
|
Call queuing when busy with position in queue messages |
|
Routine recorded information services, such as advice lines |
|
Emergency recorded information services to deal with topical public concerns |
|
Automatic Timer operation with separate out of hours, weekend and holiday services |
|
Call Recording of inbound and outbound calls available |
|
Voicemail for departments or individuals with delivery via email or by dial in (choice of internal voicemail or Surgery Connect voicemail) |
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Off-site extensions, or divert to other Health departments |
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Call transfers of inbound calls to off-site extensions or numbers |
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Call management reports by extension |
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Use existing numbers or change to new non-geographic numbers |
Proposed Handset
X-on proposes the Grandstream GXP 2010 handset for use with Surgery Connect Total. This includes up to 22 extension-in-use programmable indicator keys (keysystem operation).
Implementation Plan and Timescales
Surgery Connect handsets normally use existing data cabling that is used by the PC Network. Handset installation alongside existing PC's can be made without changes to cabling. X-on will provide an SCbox to link to the SC Network via a broadband link that can be enabled on an existing phone Line.
Installation and call flow planning will be completed without any change to the existing telephone network which will continue to operate as normal. Once a full test is complete, inbound calls can be switched to the Surgery Connect system. This will be normally withing 20 working days of agreeing the final call flow. A further 10 working days is recommended before commencing decommissioning of existing handsets in order for any queries to be resolved.
When planning a the commissioning schedule, factors such as the requirement to port existing phone numbers, or supply additional extension cabling will be taken into account prior to giving a final date.
Future Enhancements
Surgery Connect is part of a suite of products from X-on that use the latest in communications technology to enhance patient communication. By choosing Surgery Connect for your telephony infrastructure, you will be connected to a network that will give you opportunities to take advantage of additional features now or in the future.
These include: |
A wallboard in reception to show the number of calls in the queue and wait times |
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24/7 booking and confirmation of appointments through automated telephony |
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SMS and outbound voice reminder services for appointments |
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Integration with Patient Administration Systems |
About X-on
X-on is the trading name of Storacall Technology Ltd and has experience in design and management of fixed and mobile telephony networks and systems since 1989. X-on has a resilient telephony network based in three redundant data centres and has a wide range of clients in the health sector and emergency services, where quality of service and reliability of delivery are critical.
X-on's Surgery Connect has been designed after careful consultation with UK NHS and Australian Surgeries in order to meet operational and patient requirements with minimal management input from health professionals. It is part of a range of products that improve communication through call handling and notification, such as appointment and medication reminders.
X-on is an ISO9001 company and registered under the Data Protection Act.