March 2018
St Helens Rota is a GP Federation comprising approximately 50 clinicians and 50 non-clinical staff, providing healthcare cover for around 200,000 patients across 36 GP practices in St Helens and part of Knowsley. Services are constantly monitored using patient satisfaction surveys, measuring performance against the Department of Health’s National Quality Requirements.
The Challenge
St Helens Rota had been working with a phone system which had "a very poor call queueing system, unreliable phone lines, unreliable/lost voice recordings and the system in general was very poor for large call volumes."
The Solution
Surgery Connect was selected as the replacement at St Helens Rota specifically as it provided solutions to the problems associated with the old system, including advanced call queueing keeping patients informed while they wait. Reliability is paramount to St Helens Rota, and the service has subsequently met the Federation's expectations.
As a cloud based system Surgery Connect can be configured quickly, so the federated Practices have the features they need, with changes made much more quickly than with their previous provider.
Call Recordings are stored at the highest available security level with access available anywhere for authorised personnel.
St Helens Rota Says
"X-on have customised everything we want… messaging, music etc., and this is done very quickly unlike with our old provider. Patient feedback is good.
"We chose Surgery Connect because it uses the latest technology, is cloud based, and has an excellent back up system if phones go down (they give you mobile phones which automatically divert to if phones go down). The system also connects with EMIS which is timesaving and ideal for GP Practices, and you can access the call recorder from home if you want to.
"Our experience with X-on during implementation of the service and after go-live has been perfect. We are finally being treated like a valued customer and nothing is too much trouble for them to resolve or change for us.
"I would tell anyone that the product and service is excellent - they are focused on ensuring you have everything you need and they are specialists in primary care."
Cheryl Whittaker
Project Manager
St Helens Rota
sthelensrota.com
For further information on Surgery Connect please call Sales on 0333 332 0000.
