Upperthorpe & Ecclesall Medical Centre

The challenge

Upperthorpe & Ecclesall Medical Centre faced significant challenges with their outdated telephony and patient management system. It couldn't provide actionable data, which made it impossible for the practice to redesign its operations around patient access needs.

Without the ability to generate insights, the practice could not identify or address key issues affecting patient access and satisfaction. On top of this, any system changes required external intervention from the supplier, which limited the practice's control and flexibility.

This lack of data and control meant the practice struggled to efficiently manage patient interactions and meet growing demand, ultimately impacting the quality of care and patient satisfaction. That’s where Focus Group came in…

Our VCN and cloud telephony solution for Upperthorpe & Ecclesall Medical Centre has already achieved a 92% patient satisfaction rate, reflecting significant improvements in access and service quality.

Furthermore, by automating prescription processes, call volumes have been reduced by 30%, allowing the VCN to handle a third of daily calls and freeing up receptionists for complex tasks.

An 80% triage form completion rate further decreased call queues, with call volume reduction allowing for the reallocation of 3.5 FTE funding to clinical care, increasing appointment availability.

Effective call management, even during peak times, streamlined prescription management and reduced digital exclusion, with customised configurations have addressed access inequalities, enhancing services for diverse patient needs.

Overall, Upperthorpe & Ecclesall Medical Centre's strategic use of data and technology has significantly enhanced service delivery, demonstrating how a well-integrated communication solution can meet the evolving needs of both patients and healthcare providers.