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.”

Over 1.3 million appointments booked by Patient Partner in 2012

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Voice Connects automated telephone appointment booking system specifically designed for GP surgeries has been used by patients to book over 1.3 million appointments during 2012. The system, known as Patient Partner, enables patients to book, cancel or check an appointment 24 hours a day, 365 days a year.

The service, which integrates with all major GP clinical systems, was developed to improve patient access by making it easier to book and manage appointments. It also saves staff time and reduces call congestion, particularly at traditionally busy times such as when a surgery first opens.

Installed at over 600 practices across the UK, Patient Partner was also used over 1.5 million times to renew, cancel and change appointments helping to reduce did not attend rates (DNAs) which are an expensive problem for the health service. Assuming that the Patient Partner service reduced DNAs by 10%, according to these figures the system will have saved the NHS £4.6 million on DNAs alone.

Patient Partner was developed by integrated communications specialists Voice Connect who have been working with the health sector for over 20 years. The system uses the surgery’s usual phone number, so costs no more to call than if speaking to a receptionist. To access the service, the caller enters identifying information, usually their date of birth. They are then able to check, book or cancel appointments using the system which detects spaces in the diaries of GPs, nurses and other departments such as phlebotomists. The patient can choose the appointment time which best suits them by pressing a button on their touch tone phone.

Hadwen Medical Centre in Gloucester has been using Patient Partner since 2007. The surgery reports that the system has had a positive impact on both staff and patients. “We originally installed the system to reduce the number of calls handled by our reception team,” comments John Taylor, IT Manager at Hadwen. “We also liked the fact that the system allowed our patients to self-book routine GP appointments and flu appointments during the winter season. Since its installation, Patient Partner has been very successful in a number of areas; helping us to significantly reduce call congestion, use staff time more productively and improve our communication with patients.”

Whilst online booking is being encouraged by the government, MD of Voice Connect Stefan Olsberg believes that it is important to offer patients a choice in how and when they book their appointments. “Not surprisingly, GP surgeries are most heavily used by the 60 plus age group, many of whom prefer to use the telephone to book their appointments – or who may not even have access to a computer,” comments Stefan. “Online booking is certainly a useful option, but some people will always want to book by phone. It’s important to find ways of addressing this need and make it easier for patients to make appointments, particularly at a time when budgets are tight and surgeries may be cutting back on admin staff.”