News : Roborough Surgery Installs New Call Handling System
July 16, 2014 -- A plymouth health centre has invested into a new telecommunications system to improve links with its patients.
Roborough Surgery, in Eastcote Close, has had a new call handling system installed by IP Office Ltd, based in Exeter, which hopes to boost service efficiency.
Call-handling is now via a full commercial contact centre.
Karen Avery, reception manager at Roborough Surgery, said: "Having an efficient telecommunications system is crucial for us. We have had training and we're finding out all the time more that we can do with it. I can now see how many calls are waiting to be answered and draw people from other areas of the building to help if needed."
Mark Collett, managing director of IP Office Ltd, said getting the right telecommunications system was vital for a health centre of Roborough's size.
He said: "Communication is something surgeries have to work hard on. The Government has set call handling times that go towards their QOF (Quality and Outcomes Framework) points. Surgeries like Roborough can earn themselves QOF points for things like how well the practice is managed or how patients view their experience, which enables them to qualify for extra funding, so this is an important step."
Posted by Veronica Silva Cusi, news correspondent
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