Case Study

How Woodlands Family Medical Centre Made It Easier for Patients to Get Through

Woodlands Family Medical Centre

Overview

Woodlands Family Medical Centre in Stockton-on-Tees has been at the heart of its community since 1922. The practice is proud of that heritage and its traditional values, and everyone at Woodlands aims to go the extra mile for patients. It even runs a Patient Participation Group so patients can share feedback directly.

The Challenge

Most appointments at Woodlands are booked by phone, but the practice was relying on an analogue system that was no longer fit for purpose.

It couldn't queue calls or give patients tailored messages, so callers were left on hold or met with an engaged tone. Call quality and connectivity needed improving, call costs had risen sharply with the move to triage, and there was no way for staff to work remotely other than using their own mobiles.

The majority of appointments are booked over the telephone. It’s my role to make it as easy as possible for patients to contact the surgery.

Sharon Leonard, Practice Manager, Woodlands Family Medical Centre

The Solution

We recommended a cloud phone system, backed by a dedicated leased line to give voice calls a reliable connection.

Call queueing and automated messages to keep patients informed
Increased line capacity to handle spikes in demand and support triage
Call recording to help with queries and complaints, and to support the practice's recording requirements
Lower call charges
A mobile app that turns a mobile or laptop into an office phone, so doctors and receptionists can work from home using their practice number

Customer Feedback

During the pandemic many of our staff needed flexible, secure, remote working. Our new telephone system allows for completely seamless remote working, with calls able to be directed to a GP’s mobile, while displaying their standard practice number to patients on outbound calls.

Sharon Leonard, Practice Manager, Woodlands Family Medical Centre

The Result

The benefits were immediate. Extra line capacity gives the practice the flexibility to run triage and handle busy periods, with room to grow.

Staff can work remotely when needed, giving the practice business continuity, and calls can be directed to a GP's mobile while still showing the practice number. Automated messaging gives callers essential information, easing the pressure on reception, and the team found the system easy to use from day one.

With our dedicated internet line, we have had a consistent and reliable service and the call quality we have experienced has been great.

Sharon Leonard, Practice Manager, Woodlands Family Medical Centre