The Challenge:
To increase patient access to doctors at peak times, and cut down on the number of complaints received from people unable to get through to the surgery.
The Solution:
Opal replaced an ageing telecoms system with a new PBX from Mitel, which handles call transfers more efficiently, provides feedback to callers in a queue and has a one button emergency access option.
The Benefits:
Patients don't have to use a menu system to navigate the call queues, and a one click dial has revolutionised the surgery's internal messaging too. Recent patient surveys have shown a marked increase in satisfaction ratings, and no complaints have been received since installation.