Stroud valleys case study

Stroud Valleys Family Practice Case Study

The Background:

Stroud Valleys Family Practice are based in Gloucestershire and provide a wide range of NHS services to approximately 5,000 local patients. Stroud Valleys Family Practice is a long-standing general practice who also help to train doctors on their way to becoming GPs.


The Challenge:

Stroud Valleys Family Practice were using an older Panasonic phone system. This service didn’t meet two of their most crucial needs. Like many practices, Stroud Valley are seeing a steep increase in the number of patient calls received. The Panasonic system couldn’t keep up with the load. This is partly because it struggled with the second crucial need – it lacked the ability to effectively route calls to different members of staff. Engaged tones were frequent, and reception struggled to field calls quickly to the appropriate GPs.

Stroud Valleys also needed systems in place that helped them react to any situation. In the event of an outage, they needed a solution that could divert calls to another number in a timely and efficient manner. During the pandemic there was also an urgent need for staff to work at their best from home and on the move. This remote solution required excellent call quality and user-friendliness.


The Solution:

Thankfully, Stroud Valleys were recommended to RHM by another local surgery practice. They met with RHM consultant Merrick Kimber for more information on the solutions that could meet their requirements.

After some careful consideration and a closer look at their requirements, Merrick recommended the Horizon cloud phone system. The installation and configuration of this new system was carried out smoothly and allowed Stroud Valleys to enjoy a number of benefits.

Thanks to the new Horizon system, the team can now better cope with the volume of daily calls. This is partly due to improved audio quality, but also due to integration with TPP SystmOne clinical software. This allows staff to see patient details as soon as they call in, for quicker and more satisfying outcomes. Calls can now be reliably and easily routed to different team members and to emergency services when required.

The Horizon system includes complete statistics and reporting on all incoming and outbound calls. This allows the team to make continued improvements to their service moving forward. If any changes are required, the RHM team are always on hand with our helpdesk and tailored support packages.


The feedback:

Practice Manager, Annette Brown, left her glowing feedback:

“RHM have always provided a speedy response whenever there has been a power outage and we’re extremely impressed by the support we’ve received from their engineer Kevin.

We now have a modern, reliable and easy to use phone system that all staff are confident in using.

The consultant Merrick who sold us the system was clear, informative and his approach was refreshing in that there was no hard sales pitch. I can recommend RHM without hesitation to any NHS practice looking to move to the cloud for their phone system.”

For more information about how we can help your healthcare organisation, visit our Healthcare page. Or to check out other case studies, including many more in our home of Gloucestershire click here.

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