The Problem
Acorn Surgery’s patients were experiencing incredibly long waits when calling the practice, with some having to wait up to 30 minutes. The GP practice also had signposting issues, resulting in patients having to wait longer to be directed to the right place. Additionally, managing demand without being equipped with the right tools was proving to be particularly difficult for staff.
The Challenge
The challenges involved reducing wait times as much as possible for patients, as well as ensuring a quick and seamless hosted telephony installation, allowing staff to quickly return to providing essential services. This is particularly relevant in the case of telephone triage in General Practice, which requires effective telephony systems capable of allowing doctors to reach patients with no issue. Ensuring there would be no downtime was vital, as this would negatively affect patients as well as staff.
The Solution
After working with Acorn Surgery to determine the type of cloud telephony solutions that were required, the EVAD team gathered a clear understanding of what they wanted to achieve, which allowed them to put together a plan that would provide the surgery with the best cloud telephony service and increase customer satisfaction as a result.
The Result
Thanks to EVAD’s Think Healthcare solution, Acorn Surgery staff experienced a significant reduction in abuse from patients, and call waiting times were cut down from 20-30 minutes to just 8 minutes. Additionally, the GP surgery were finally able to signpost appropriately and efficiently manage demand, with patients being directed to the right place without having to hold for extended periods of time.