News : New Service Will Improve Shropshire Patient Experiences
Shropshire, UK, Feb 16, 2015 -- Shrewsbury-based businesses Caradoc Medical Services and Fluid Network Solutions have developed a telephony service ‘Caracalls’ in response to GP surgeries highlighting that patients were struggling to make appointments.
The new service, over a voice only IP network, links with out of hours medical service Shropdoc to allow assistance with appointment bookings and nurse triage. It also provides business continuity and disaster recovery services.
Peter Masters, business manager for Caradoc Medical Services, said the system kicks in should phonelines go down at a practice with calls re-routed to the Shropdoc call centre within seconds.
He said: "This ensures vital service continuity for patients. The recovery service has already been successfully used on two occasions when GP surgery lines went down, ensuring there was no inconvenience to patients trying to make appointments."
The system was developed after Caradoc Medical Services was approached by a Shropshire GP practice consistently receiving negative patient survey feedback about the time it took to get through to the practice on the telephone.
"Knowing that this was a problem area for almost all GP practices we joined with approved supplier to our buying group Fluid Network Solutions and with support from the British Telecom Internet Protocol Voice Services Caradoc developed the unique telephony service over a voice only IP network," added Mr Masters.
"Caracalls provides the technology and expertise to answer patient appointment calls and book directly into practices’ clinical systems and can be provided on a regular basis.
"Access into primary care (GP surgeries) is sighted as one of the main problems on most GP practices’ patient satisfaction questionnaires and Caracalls not only provides a cost saving for surgeries by way of free on-net calls between ‘networked’ users but also gives that support to practices in times of disaster recovery and staff absenteeism.
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"Through a partnership with Shropdoc, their team of experienced call handlers and their telephony system, patient access is improved and practices are helped to cover short and long term absenteeism as well as providing a team of experienced nurses that can triage patients at set times of the day to reduce the number of patients requiring same-day appointments.
"The new system also meets the CQC requirements required of a GP surgery’s Disaster Recovery system.
One practice manager at a surgery in Shrewsbury has praised the new service highly saying: "We were able to route patient calls to additional experienced call handlers at peak times to book patient appointments on our behalf. Not only does the system expand the reception team virtually, but we have also been able to trial remote nurse telephone triage very effectively."
Posted by Veronica Silva Cusi, news correspondent
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