Leckhampton Surgery was set up in 1901 and moved to its current premises in 1985. Its ten GPs, two registrars, the nursing team and administration staff look after 13,000 patients living in the Cheltenham area.
Our initial meeting with Leckhampton took place over the phone as the practice manager was working from home as she was shielding during the COVID-19 pandemic. The lack of remote working functionality was an issue with their existing Avaya system, not just for her, but for other staff members too.
The surgery was considering having multiple staff members working from home at any one time, so would need the flexibility to handle calls without there being any difference felt by their colleagues or patients. They were also keen to on-board a solution that would eliminate call charges as they did not want to incur increased outgoing call costs caused by the rise in GP telephone appointments. The new solution would need to integrate with their management system to support smooth call handling and improved patient service.
swcomms was selected to deploy a Gamma Horizon cloud-hosted phone system despite stiff competition from Leckhampton’s incumbent supplier and another specialist healthcare provider. The Horizon solution met all of the surgery’s needs, starting with the flexibility needed for their home workers. Leckhampton use PC apps and headphones to connect to the surgery systems, so staff working from home can handle calls exactly as they would do on site.
By switching from an on-site phone system that was using ageing phone lines, the surgery not only future-proofed itself against the impending Openreach withdrawal of traditional voice services, like ISDN, but also enjoyed extra call capacity for both incoming and outgoing calls. Call flow has also been improved with the addition of an automated attendant and call centre licences. Every caller is greeted with a welcome message and all calls are fairly queued with callers informed of their place in the queue.
“Really happy with the system. All members of staff we have interacted with have been brilliant.”
Paula Cross, practice manager
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