How Oxford Terrace Medical Group Replaced an Ageing On-Site Phone System

The practice was running an analogue, on-site phone system that was hard work to maintain. Updates and fixes meant expensive engineer visits, and the limited number of lines meant clinicians on telephone consultations could block incoming calls.

After the pressures of the pandemic, the practice needed a modern system, and more support than its existing provider offered.

Our old system was analogue and restricted the number of lines we could use at once. We realised we would need a new solution that would enable us to communicate more effectively with our patients and provide the high-quality care they deserve.

Kristina Langley, Oxford Terrace

We met the practice to understand the problems with the old system and their impact on staff and patients. A cloud-based phone system was the clear answer.

No more line limits. Clinicians can run telephone consultations without blocking incoming calls.

Call queueing. Patients hear their position in the queue and an estimated wait time.

Easy changes. Working hours, recorded messages and training days can be updated in a few clicks through an online portal.

Live statistics. The practice manager can see calls waiting, average wait times and unanswered calls, with daily and weekly reports to plan staffing.

Flexible working. Staff and GPs can take calls on site or at home, using handsets, mobile apps or softphones.