A new voip telephony system from NEC phillips unified solutions is now being used in the long Eaton Health center, a multifunctional clinic in Derbyshire country PCT. The new system goes for about $65,000 and is capable of helping the clinic to cope with the 1,500 patient calls and inquiries being received daily.
The device SOPHO 2000 IPS will make a hybrid IP communications infrastructure available for long Eaton, the equipment is also capable of permitting a smooth movement towards fully scalable local IP telephony, reducing the health centre’s call charges.
Long Eaton also intends to reduce the number of enquiries being neglected and increase the number of calls being resolved more effectively and quickly, with the aid of the call queuing facility.
The long Eaton health centre is relatively new, it started operations only last may and it is owned and financed by the Southern Derbyshire Local Improvement Finance Trust Company (LIFTCo), it offers a broad range of primary and community health services like pharmacy, a GP practice, child health clinic, occupational therapy and language and speech therapy.
Ian Guest, the marketing manager of NEC Phillips revealed to E-Health inside primary care that long Eaton desired a system which provides resilience and call traffic management. The device (IPS) offers both analog and digital functionality and its IP infrastructure we build applications around it and configure it according to the clients requirements.
Calls can be managed using presence information, with the new system. This enables the receptionist to identify the specific calls going to certain numbers and this enhance better handling of calls, more flexibility and visibility are therefore provided for the centre.
Information and communications technology for Derbyshire country PCT is being handled by Derwent Shared Services . According to Christian Somers, the telecommunications manager, “The new building which was meant to make a big difference to the community, and its health care services delivery methods needed a new telecommunications system. The call queuing facility makes the difference”.
Somers also asserted that both the patients and users are increasingly appreciating the benefits of the system. The device is connected to desktops and it enables receptionists to effectively field more calls with the presence management functionality, making the arrangement of calls according to recipients status easy.
”Initially most patients complained about finding it difficult to get through one first time and a lot of callers experienced an engaged tone were only able to speak to someone after several attempts. But, presently users and patients have given a positive feedback and we anticipate working with NEC phillips to continue moving forward with the benefits of IP telephony, somers added.
In Guest’s opinion ”we knew long Eaton’s biggest need to be – handling calls in an improved way and make more information available to its employees. Our collaboration with the centre was to ensure that, the new system correctly direct calls and that patients would not have to wait long for a call response. Employees are trained on the new system in a day or two and to date. The response has been very encouraging, making two other LIFTCo’s to enter into similar agreement for such systems with us.
Enjoy to talk with VoIP !
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