Revolutionising Healthcare communications amidst Coronavirus and in the new normal: Our expertise in the medical sector has helped us develop our PM Survival Toolkit which contains flexible solutions to maximise surgery telephony. (4-minute read)
In preparation for Management in Practice’s first ever Virtual Festival (19 October – 18 November 2020), we collated the communications challenges that have arisen, particularly in the last six months, and the solutions, alterations and upgrades that have helped our customers overcome these effectively.
Challenges when Communicating in Chaos
We have worked even more closely with hundreds of Practice Managers these last few months and the following list highlights just some of the common surgery challenges that were caused or exacerbated by the pandemic:
- Staff having to self-isolate and shield
- Lockdown requiring staff to work from home
- Compounding impact of flu season on top of Coronavirus
- Governmental, NHS England, CCG and PCN pressures
- GDPR and CQC compliance
- Limited timeframe for implementation
- GP surgeries required to be open on bank holidays
- Provision of information to patients
- No safe entry into surgery premises
- No facility for virtual appointments
- Increased call traffic inbound and outbound
- Struggling to get an outside line
- Rising costs for outgoing call volumes
- Calls not being recorded
Do any of these challenges resonate with you and did you get the solutions and support you needed? If not, we can show you how to overcome these with a bespoke solution designed around your requirements and desired outcomes.
Our PM Survival Toolkit
We accelerated into the COVID-19 landscape, expediting our processes to be more responsive in meeting the demand of our GP Surgery customers. Despite our rapid response, we didn’t just apply quick fixes but instead implemented flexible solutions to future-proof our customers, whatever that future may look like. Our PM Survival Toolkit comprises the following commonly-requested solutions – each one providing advantages in isolation but together creating a comprehensive package of benefits. These are not new products and services to us but they have become increasingly popular and proved invaluable in recent months:
- Remote apps/softphone and mobiles
- Call logging and analytics for monitoring remote workers
- Hosted portal self-managed immediate changes
- System updates to override bank holiday settings
- Call queueing
- Auto-attendant updates
- Door entry phone systems
- Thermal cameras
- Encrypted video calling for virtual triaging and appointments
- Integration with the clinical information system
- Additional lines or repurposing of existing lines
- Dedicated lines for priority calling
- Inclusive calls packages and bundles
- Teams integration
- Call recording
- Hardware, handsets and headsets
Interested in finding out more about any of the above? Let us know!
How can we help you?
Patient Access Moving Forward
Changes made in recent months may have been implemented reactively, but they have demonstrated a streamlined way of managing general practice – now the reactive measures and ramifications of getting everyone working remotely have settled, you may be noticing there are still some opportunities to benefit your surgery, staff and patients. With the possibility that the imposed restrictions will likely stay in place in some form for the foreseeable future, and to ensure the changes and investments made are not wasted, now’s the time to get your comms solution fully optimised!
We invite our existing customers who would like to discuss anything mentioned in this article or enquire about a configuration specific to your requirements, to please complete the form above, or contact your Account Manager on 020 3900 9495 or by emailing email@example.com with the subject PM Survival Toolkit.
If you are not already a customer but would like to discuss your solution, please complete the form above, call us on 0800 048 4666 or email firstname.lastname@example.org with the subject PM Survival Toolkit. Please do not be put off by the fact that you may be in contract with another supplier as we can still work with you if you wish to make improvements.
Useful Resources for Practice Managers
In the absence of their regional physical events, Management in Practice has launched their first ever Virtual Festival! This cyber event is designed to provide healthcare professionals with the knowledge and tools to improve practice performance and efficiency, and to ensure that staff are up-to-date with recent and upcoming changes in the NHS and the law. This event is free for NHS staff but you will need to register to be a part of it – click here to register.
We will be running a video symposium which will be broadcast live on Monday 19th October 2020 at 1:30pm. The session is entitled “The Work-From-Home Revolution” and will discuss the aforementioned challenges and solutions as well as the measures we put in place as a company to be everything our GP Surgery customers have needed us to be in the current crisis. This session will be available for viewing on demand after it streams live so don’t worry if you can’t make it on the day but please note you do still need to register for access!
There’ll be lots of other suppliers “exhibiting” so we hope you will find this a useful opportunity to explore options for your current requirements.
We hope to “see” you there!