Primary Healthcare

“It does provide good value for money. In fact, overall it’s an excellent system that does exactly what it says on the tin.”
James Young Practice Manager White Medical Group

“It has helped with patient communication, improved patient satisfaction and reduced call congestion.”
Simon Royal Practice Manager Burnley Wood Medical

Secondary Healthcare

“It is an excellent system which helps to alleviate congestion, improve staff morale, improve patient access and promote self management. In my opinion, all walk-in clinics should opt to have this system installed.”

Housing Associations

Full Lone Worker solutions.

Automated credit card payment system over the phone.

Surveying customers while they wait to speak to a representative.

Integration into your existing databases.

Government

With systems installed at every level of government, Voice Connect’s versatile modular solutions offer cost effective, reliable performance with cutting edge technology.

Emergency Services

Voice Connect’s call handling and message distribution systems sit at the heart of the countries emergency services telecoms systems.

Scalable and reliable, they are always there when you need them.

Utilities

Voice Connect is an organisation that utility companies trust and rely upon.

  • Lone Worker solutions
  • IVR call handling and Messaging
  • Payment systems

Education

“Not only is VC Smart Mail easy to use once set up, it also saves us time and money,” explains Simon.

“The system sorts all the letters out for us. It also reduces costs in two different ways: firstly in terms of staff time, and secondly the cost of sending the letters out is cheaper than we could do ourselves.”

Making appointments by automated phone service saves surgery 45 hours’ reception time every month

news image

A GP surgery in Wymondham which uses an automated phone appointment booking system available around the clock 365 days a year estimates that the system saves over 45 hours of receptionists’ time each month.

Wymondham Medical Centre (www.wymmed.co.uk) installed the automated system, known as Patient Partner, in 2009. Phone records from February show that the system was used 924 times during the month to make, cancel, check or amend appointments. Assuming that each action would take around 3 minutes to complete if speaking to a receptionist, this equates to a time saving of over 46 hours during February alone.

The surgery, installed the system to improve patient access and ease call congestion which is a common problem for practices across the UK. The service is available for patients to use at any time, enabling them to make an appointment even when the surgery is closed. “We first introduced Patient Partner to offer our patients improved access and greater flexibility in making appointments,” explains Kevan Baker, Practice Manager at Wymondham Medical Centre. “Our busiest call times are in the morning, but with Patient Partner, people can call at other times to pre-book appointments. This ensures that our patients aren’t kept waiting in a long queue and also frees up phone lines at traditionally busier times of day for important queries and emergencies.”

The automated appointment booking service uses the surgery’s phone number. When a patient calls up and selects the Patient Partner option, the system is able to detect spaces in the doctors’ diaries. The patient can then choose the time which best suits them by pressing a button on their touch tone phone.

“Our automated system is very simple to use and works well with our online booking system,” adds Kevan. “Our most recent patient survey showed that using the telephone is still by far the most popular method for booking appointments and we would urge any patients who haven’t yet tried using the service to do so. Not only does it offer greater flexibility for patients, but it also releases valuable time for our receptionists to attend to patient care.”

A survey carried out by the DPP (Developing Patient Partnerships) and the Institute of Healthcare revealed that almost a quarter of a million patients across the country fail to attend appointments each week. “Patient Partner was developed to help with this issue,” explains Stefan Olsberg, Managing Director of Voice Connect. “By making it easier to contact the surgery, we hope that the new system will help to diminish the number of wasted appointments which has to be good news for patients.”