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GP surgeries require a friendly, prompt and efficient service. Patients are often calling with health concerns and they will expect a quick response to their call, therefore the telephony solution that is chosen must accommodate those requirements.
GP surgeries often deal with a large quantity of calls, particularly during peak times such as Monday mornings. In these cases queueing is a must to ensure all calls are dealt with in a timely and efficient manner. In order to ensure staff resources are allocated correctly, reporting is needed to monitor the number of calls coming through. This will enable the surgery to work as efficiently as possible.
Certain calls within a surgery may require urgent attention. The telephony system selected must ensure that it prioritises calls and that patients are not left waiting for long periods of time, particularly in an emergency situation. Consultations over the phone are a good way for patients to communicate with their nurse or doctor – however call recording will probably need to be considered so that key information can be easily accessed whenever the need arises. Surgeries need to access these features in case an issue occurs, a disaster recovering plan is vital so that it doesn’t impact the care of a patient.
