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Surgery Connect provided Bridge Road with modern call queueing which keep patients informed while they wait, significantly reducing the number of complaints

Bridge Road Surgery

Call Queueing

Bridge Road Surgery - Call Queueing

Bridge Road Surgery, based in Litherland, Liverpool, provides 7,400 patients with a variety of services and clinics including Asthma, Diabetes, Family planning & contraception, Health screening, Hypertension, Coronary heart disease, Travel vaccinations, Maternity services and Baby immunisations.

The Challenge

Bridge Road's previous BT system did not advise patients where they were in the queue. Consequently the staff received a lot of complaints from patients about the time taken to get through to the surgery, taking up precious staff time in dealing with those complaints.

The Solution

Surgery Connect provided Bridge Road with modern call queueing which keep patients informed while they wait, significantly reducing the number of complaints. Before joining the queue, patients are given recorded advice, which may provide the answers they need and allowing them to end their call quickly.

Detailed downloadable reports on the handling of patient calls allow management to make decisions on effective deployment of staff to manage the call queue.

Along with improved patient feedback Surgery Connect has also provided Bridge Road with cost savings, helping maintain a balanced budget.

Bridge Road Surgery - Lynne Creevy

Bridge Road Surgery Says

"The service is very easy to use, and knowing how many people are waiting to get through to us is a really good feature."

"It was a hassle free experience and X-on have remained professional throughout, with knowledgeable staff who are eager to help and advise, providing exceptional customer service."

Lynne Creevy
Practice Manager
Bridge Road Surgery
bridgeroadsurgery.nhs.uk

For further information on Surgery Connect please call Sales on 0333 332 0000.

Meet us at…

March 2019

LMCs' Annual Conference:
Kia Oval
London 12th

June 2019

Management in Practice:
Bridgewater Hall
Manchester

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